Customer Recovery Team - Manager

Cloudbeds·LATAM, Canada, USARemotelead

In short

→Liderar un equipo que rescata cuentas en riesgo de cancelación en hoteles globales.
→Gestionar intervenciones críticas (Fire-Team) con equipos técnicos y ejecutivos para solucionar problemas urgentes.
→Convertir datos y fricciones de clientes en mejoras de producto y procesos mediante automatización y IA.

Fluency in English required for collaboration across global teams.

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The questions they'll ask you

1. ¿Cómo estructurarías una intervención de Fire-Team para una cuenta crítica que amenaza con cancelarse?

🔒 +7 more questions

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💵 USD · Remote · No visa

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What they ask for

✓Liderazgo de equipo especializado en recuperación de clientes.
✓Experiencia en gestión de riesgos de churn y rescate de cuentas en riesgo.
✓Capacidad para coordinar equipos cruzados (Product, Engineering, Support).
✓Habilidades para analizar datos y convertir fricciones en mejoras sistémicas.
✓Iniciativa para implementar movimientos proactivos de prevención.
✓Deseable experiencia en SaaS o hospitality tech.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

Cloudbeds PlatformAI-driven toolingAutomated risk detectionCustomer Recovery CoachesFire-TeamCross-functional collaborationRetention forecastingCustomer journey trackingProduct feedback loopsCS Ops

Who should you write to at Cloudbeds?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

What Makes Cloudbeds Unique At Cloudbeds , we're not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started. How You'll Make an Impact As Manager, Customer Recovery, you own the retention engine and critical recovery motions that turn high-risk accounts into long-term brand advocates. You lead a specialized team of Customer Recovery Coaches who sit at the vital intersection of customer retention, risk mitigation, and product success. You will scale our Intelligent Recovery Motion and oversee the Fire-Team concept, a cross-functional, executive-level intervention designed to deliver decisive issue resolution during critical retention moments. As a leader, you understand that technology should handle administrative drag so your team can focus on customer connection and meaningful interactions. Your job is to turn reactive support into proactive rescue operations, using data and systemic feedback loops to ensure Cloudbeds remains central to our customers' business success. This is a player-coach role, leading a high-performing team of Customer Recovery Coaches while overseeing critical recovery operations across mid-market and SMB accounts. Our Customer Recovery Team Our Customer Recovery Team is dedicated to rescuing at-risk accounts and transforming customer frustration into long-term loyalty. Serving as trusted internal consultants and single points of contact for customers at critical moments in the Customer Journey, Recovery Coaches mobilize cross-functional response teams to swiftly eliminate customer friction. This is a team of problem-solvers - regardless of what led the customer to the Recovery team, they always focus on a few key goals: prevent churn, take unhappy customers and get them back on track, and identify key customer experience friction points to drive continuous improvement across the organization.

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