Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals and groups that manages reservations and guests, distributes room availability, sells inventory, and collects payments. Our hundreds of team members are distributed across 24 countries and, altogether, we speak 17 languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe.

Cloudbeds is seeking an experienced Customer Service Billing Lead to help manage, train and process the numerous billing related requests for all of our products. 

Location: Remote (US or Late Europe Timezone) 

What You Will Do:

Assist and support our existing customers with billing-related questions

Develop, update and improve billing training for those trained on the billing process

Analyze billing ticket trends and work with product and support teams to improve the customer experience and lower # of requests related to billing/finance

Be the first line of approval for credit, refund, and finance-related requests

Be able to manage and process a large portion of billing tickets, quickly and accurately respond

Call/Reach out to customers during delicate or sensitive customer situations

Prepare daily, weekly, monthly reports for management on billing trends

Need to be available on the weekend if the end of the month falls on a weekend day

Schedule vacations and travel around the sales cycle (preferably avoid the end of the month) 

Own the billing process of escalation, documentation and constructive feedback to other support leads or agents. 

Included in leadership discussions related to billing

You’ll Succeed With: 

Previous experience in customer service jobs or similar

High attention to detail and proven experience making high stake decisions

Cloudbeds billing experience a plus

Experience in hospitality/tourism a plus 

Communication skills and a positive attitude

Desire to improve the current billing process

Fluent English

Native / Fluent Spanish and/or Portuguese is a plus

Problem-solving skills and emotional management

Compatible graduation course or more than 2 years proven experience in the area

Skill with computers and systems

Excellent internet/WiFi connection

Note: This is a remote position that can be done anywhere

Our company culture supports flexible working schedules with an Open Paid Time Off (PTO) policy, personal and professional development for individual growth, and the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to grow your career. If you would like to be considered for the role, we would love to hear from you!