Advanced Support Payments

Cloudbeds

$70,000 / year

North AmericaFull-timeRemoteIntermediate

Need a reasonable accommodation to apply or interview? Contact us.

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Description

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 an Advanced Support Coach for Payments, you'll be the go-to expert for CB Pay issues: chargebacks, payouts, disputes, and reconciliation- the kind of cases where real money and real trust are on the line. You won't just be reactive: you'll also help hoteliers get set up for success with payments from day one through proactive onboarding and enablement. You'll be a product advocate too, feeding what you learn from real payment issues back to our product team so the next customer doesn't hit the same wall. This role sits at the intersection of hospitality, fintech, and genuine customer care, and you'll need to be comfortable working through incomplete information to get to the right answer.

𝗢𝘂𝗿 𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗧𝗲𝗮𝗺:

Our Advanced Support team takes on the CB Pay issues that need real depth: the chargebacks, the reconciliation questions, the disputes that require someone who actually understands how payments work. We care as much about preventing the next issue as solving the current one, and we bring the same hospitality mindset to a payments conversation that the rest of Cloudbeds brings to a front desk.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺:

Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation, where the financial and reputational stakes are real
Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting
Investigate and resolve complex payment issues, working through incomplete or unclear information to get to the right answer
Act as a product advocate, feeding what you learn from real payment issues back to Product and Engineering
Educate customers on payments best practices to reduce future disputes and chargebacks
Track and report on case outcomes and payments-related trends

𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀:

Hospitality operations experience, ideally with a track record of growth in the role
A few years of experience in payments or fintech
Comfortable working with numbers and reporting
Strong problem-solving skills, able to dig deep into complex, technical payment issues
Excellent written and verbal communication skills

𝗕𝗼𝗻𝘂𝘀 𝗦𝗸𝗶𝗹𝗹𝘀 𝘁𝗼 𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁 (𝗢𝗽𝘁𝗶𝗼𝗻𝗮𝗹):

Knowledge of PCI compliance and chargeback rules
Fluency in Spanish or Portuguese

𝗖𝗼𝗺𝗽𝗲𝗻𝘀𝗮𝘁𝗶𝗼𝗻:

Depending on your skills and experience, you can expect your annual compensation to be between $ 70,000 and $89,000 USD. (The salary is only for US-based candidates).

Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, 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

Cloudbeds Awards:

Winner – Hotel Management Software | HotelTechAwards (2026)
Overall 10 Best Places to Work | HotelTechAwards (2026)
Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
Most Loved Workplace® Certified (2024)
Deloitte Technology Fast 500 (2024)

Discover our Benefits:

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

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 process.

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.

Benefits

paid time off
parental leave
professional development

About this role

Cloudbeds is looking for someone to own the payments side of customer support—the cases where chargebacks, disputes, reconciliation, and payouts require real expertise and attention. You'd be the advanced point of contact for complex payment issues, investigating problems through incomplete information and working toward resolution. Beyond firefighting, you'd also guide hoteliers through payments onboarding to prevent issues from happening in the first place, and feed what you learn back to the product team so future customers don't hit the same obstacles.

This role sits at the intersection of hospitality operations, fintech knowledge, and customer advocacy. You'd need a few years in payments or fintech, some background in hospitality operations, and strong problem-solving skills to dig into technical payment issues. Comfort with numbers, reporting, and clear communication—both written and verbal—are essential. Knowledge of PCI compliance and chargeback rules, or fluency in Spanish or Portuguese, would set you apart.

The position is fully remote, based on a $70,000–$89,000 USD salary range depending on experience. Cloudbeds offers remote-first work, PTO per local requirements, fully paid parental leave, a home office stipend, and access to professional development through Cloudbeds University. You must already be authorized to work in the US without visa sponsorship.

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Pay for this role

$70,000 per year

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