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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional technical aptitude and emotional intelligence while managing high-priority client interactions and leveraging AI tools for operational efficiency. Proven ability to synthesize customer feedback into actionable insights and maintain strong relationships within the hospitality industry.
Highest-signal resume keywords
High-Touch Customer SuccessAI Tools UtilizationTechnical Support ExperienceProject Management CertificationHospitality Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Problem InvestigationCRM Record MaintenanceCustomer Feedback SynthesisProduct Utilization FacilitationHigh-Priority Ticket Management
Soft Skills
Emotional IntelligenceTrust-BuildingOrganizational SkillsProactive CommunicationClient Empowerment
Tools & Technologies
AI ToolsAutomation Software
Certifications & Qualifications
Project Management CertificationChange Management Certification
Industry Keywords
Hospitality ExperienceB2B SaaSFront Desk OperationsRevenue ManagementBoutique Hotel Brand
About the role
Key responsibilities & impact- Own the critical post-launch window by executing intensive interaction cadences to evaluate system health, assess team sentiment, and build product confidence
- Use AI tools and internal automation to handle administrative work and repetitive technical questions
- Manage a high-priority ticket queue and incoming hotlines within strict turnaround times
- Handle urgent unscheduled calls and help clear critical client blockers across time zones
- Investigate technical or ambiguous problems, determine root causes, and collaborate with product specialists
- Facilitate the transition from technical configuration to long-term product utilization
- Empower clients to become self-sufficient and hand them off to long-term relationship managers
- Maintain detailed CRM records of account activities and health metrics
- Convert live-environment customer feedback into actionable product insights
- Provide personalized, high-touch support to hotel clients during go-live
Requirements
What you’ll need- Exceptional technical aptitude and learning agility
- Ability to leverage modern AI tools
- Proven high emotional intelligence and trust-building skills
- Strong organizational and proactive skills
- Ability to balance dedicated customer follow-up calls with an active support queue
- Ability to synthesize complex live-environment feedback and share customer insights across Sales, Product, and Support teams
- Over 3 years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management within a boutique or leading hotel brand, OR at least 3 years of relevant B2B SaaS industry experience in a high-touch customer success, implementation, or technical support role within the Hospitality Industry
- Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue
- Project Management or Change Management certification recommended
- Hospitality degree preferred
- Currently authorized to work in the location where the position is located without requiring visa sponsorship
Benefits
Comp & perks- Remote First, Remote Always
- PTO in accordance with local labor requirements
- 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