Advanced Support Lead (Remote)

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Requirements:

• 1–2 years of leadership or management experience (Lead or higher).
• Strong technical troubleshooting skills across software.
• Familiarity with hospitality technology solutions, such as property management systems or guest experience platforms.
• Proficiency in Zendesk.
• Experience using Slack for communication and collaboration.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• A customer-focused mindset and a passion for delivering exceptional support experiences.
• Strong problem-solving, organizational, and decision-making abilities.
• Alignment with Cloudbeds' core values (e.g., Grit, Kaizen, Positive Intent, Mop Bucket Attitude).

Responsibilities:

• Lead and mentor a global team of Advanced Support Specialists, including career development, coaching, and regular feedback.
• Act as an escalation point for resolving complex technical issues, including troubleshooting software, hardware, and network problems.
• Manage resource allocation and scheduling, ensuring appropriate coverage for shifts and time-off requests.
• Collaborate with cross-functional teams to identify and address trends, implement new processes, and improve overall efficiency.
• Oversee the pilot implementation process for new initiatives, coordinating with product teams and customers.
• Conduct team meetings, one-on-ones, and performance reviews to align on goals and support team success.
• Contribute to the development and refinement of department processes as the company and market evolve.
• Occasionally work shifts over weekends and holidays to ensure team coverage and support continuity.