Onboarding Guest Experience Coordinator

What Makes Cloudbeds Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. Location: Remote Working Shift: To best support our global hoteliers, our Onboarding team operates across multiple time zones. We are currently hiring Onboarding GX Coordinators to provide coverage for the Americas region. The available shift for this role is: 9.00 AM – 6:00 PM EST (depending on the assigned schedule). Candidates should be comfortable working within this time window to support customers across the Americas time zones. How You'll Make an Impact: As an Onboarding GX Coordinator, you will step in at a critical, high-stakes juncture of our clients' journey: the exact moment they configure and activate their communication tools. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when setting up and launching their messaging channels and phone integrations. This isn’t a standard support queue; it’s a high-touch, fast-paced launch zone where you act as a strategic operational partner to get their guest communications up and running. Our Customer Onboarding Team: Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here. What You Bring to the Team: Demystify Telecom & Compliance: You will act as our internal and external oracle for A2P 10DLC registrations. You’ll fearlessly navigate complex local regulatory landscapes, turning confusing compliance bottlenecks into smooth, approved setups for our global hoteliers. Own the Guest Communication Pipeline: You will troubleshoot and fine-tune critical messaging channels—from Hosted SMS configuration to WhatsApp Business API integrations. Whether it’s fixing template approval blockers or resolving message delivery failures, you ensure our properties never miss a beat with their guests. Be the Ultimate Onboarding Wing-Pilot: As a true collaborator, you will jump in on behalf of Onboarding Coaches to execute critical customer follow-ups. You’ll keep a hawk-eye on Salesforce onboarding tasks, holding clients accountable to timelines and ensuring no implementation milestone gets left behind. Standardize the Repeatable, Personalize the Meaningful: You’ll eagerly adopt internal automation and AI tools to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption. Maintain Flawless Context: You’ll embody the Caring Rebel mindset by keeping a clear, detailed record of account activities, compliance statuses, and technical health metrics in our CRM, ensuring no context is lost and converting live-environment customer feedback into actionable insights for our product teams. What Sets You Up for Success: Show Strong Technical & Telecom Smarts: You bring 2 years of experience in technical support or a customer-facing onboarding role. You pick up new systems rapidly, understand how data flows across integrations, and thrive in an environment where technology and workflow routing models are constantly evolving. Demonstrate Your Hospitality Heart: Proven high emotional intelligence and trust-building skills. You are an Empathy Champion, capable of calming a stressed hotelier during a high-pressure launch, ensuring they feel fiercely protected and genuinely cared for even when dealing with dry telecom compliance. Thrive in Fast-Paced Complexity: Strong organizational and proactive skills. You can gracefully balance a schedule of dedicated customer follow-ups alongside an active, immediate support queue without losing your cool. Cross-Functional Alignment: Ability to synthesize complex, live-environment feedback and share distinct customer insights across Sales, Product, and Support teams to drive overall client retention. Languages: Spanish and/or Portuguese Recommended Skills to Stand Out: Hands-on experience navigating the WhatsApp Business API (template approvals, account connectivity). Familiarity with the labyrinth of A2P 10DLC compliance or carrier number porting processes. Direct experience working within Twilio or similar CPaaS platforms. #LI-PC1 What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at cloudbeds.com Company Awards : Best All-In-One Hotel Management System | HotelTechAwards (2025) Overall 10 Best Places to Work | HotelTechAwards (2025) Most Loved Workplace® Certified (2024) Top 10 People’s Choice (2024) Deloitte Technology Fast 500 (2024) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays - enjoy an extra-long weekend every month Fully Paid Parental Leave Home office stipend based on country of residency Professional development courses in Cloudbeds University Access to professional development, including manager training, upskilling and knowledge transfer Everyone is Welcome - A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE