Are you passionate about web design and eager to embark on a fulfilling career in the field? If you've dabbled in website creation using platforms like Wix, Squarespace, or Wordpress, have a background in customer service, are a problem solver and have a knack for creating engaging content, then Cloudbeds is looking for you!
This entry-level position offers a unique chance to provide customer support to our existing website customers while actively contributing to the new customer setup and onboarding process under the guidance of our seasoned Website Design team.
Location: Remote
Working shifts: 8 AM to 5 PM PST / 4 PM to 1 AM UTC
What You Will Do:
- Managing the support tickets through our ticketing system from live customers with published websites while maintaining the required SLA
- Managing all records and upkeep all task management systems related to website services
- Working with and communicating directly and effectively with our different customer profiles through video calls, emails, and voice calls
- Resolving and handling customer complaints, and the ability to handle deadline-driven pressure
- Taking customer scoping, content collection, and revision calls, then coordinating the customer requirements with the website designers
- Gathering property details and website requirements, then organizing the information for the website designer’s reference
- Proactively communicating with customers and providing timely updates on the project progress
- Managing multiple account timelines, completing requirements, and communicating priorities with the website designers to meet deadlines agreed with the customer
- Overseeing the timely completion of website builds and ensuring that the quality of the website meets the customer's requirements
- Assisting the customer in acquiring domain names, updating domain settings, and publishing websites
- Assisting website designers in onboarding customers: Editing the published websites based on the requirements of the customers using our in-house website builder
- Investigating website errors, cases, or supporting, researching, and suggesting website support process improvement
- Using a consultative approach in maintaining our high-quality, professional hospitality websites and communicating with all customers
- Handling the creation of landing pages or single-page websites
- Managing internal escalations and coordinating with internal teams to give website onboarding updates or resolve customer concerns
- Using tools (AI) to create visual elements or content that are in line with our customers’ branding
- Proofread content and correct errors
- Staying up to date with website trends and website development techniques that are most effective in engaging consumers
Key Competencies include:
- Creative, has a keen eye for design, and high attention to detail
- Highly responsive to internal and customer inquiries with a goal to complete tasks related to concerns raised
- Effective execution of several website updates with varying processes in a timely manner
- Effective communication and Emotional Intelligence: outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
- Able to lead and collaborate with a diverse team of different personality types
- Open to general changes, improvements, and process updates
- Highly organized, can handle result-driven pressure, proactive, a self-starter, and a team player with a love of continually improving the processes around you
You’ll Succeed With:
- Experience with Website Design Builder or a platform like Wix, Squarespace, GoDaddy, or Duda preferred
- Experience with Adobe Photoshop or Canva preferred
- Experience with using AI for text content creation
- Fluent English
- Fluent Spanish
- Excellent customer service - Passionate about meeting customers from all over the world and happy to provide them genuine customer service (customer service experience required)
- Excellent communication skills and a positive attitude
- Excellent problem-solving skills and emotional management
- Excellent internet/wifi connection
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