Customer Success Manager - Borrowers

Explore remote-friendly and flexible options, and join our mission to make traveling easy and accessible to everyone. Cloud of Goods is a marketplace matching borrowers with rental businesses.

This year, we are opening new markets and launching new products for borrowers. We plan to be the largest e-commerce platform for rentals in the world. It’s a big goal and we are recruiting people to join us on this journey.

About You:

You have strong views on what good customer service looks like and are looking to spread your views with a growing number of Customer Happiness representatives (the CHE team).


- 3+ years in hospitality

- Experience leading a remote service/support team from the US

- Experience with multichannel customer support (we use phone, chat, and email)

- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

- Strong coaching and leadership skills, ability to motivate employees

- Decisiveness and attention to detail


- Training, coaching, scheduling, and leading the CHE team as they provide support for borrowers. The CHE team is the first contact for both active customers and prospective customers.

- Average CHE response times are at 60 seconds and you are expected to bring maximum response times to under 60 seconds.

- Highlight to CHE team and leadership examples of excellence from the team as well as opportunities for improvement.

- Capture requested/recommended product features to support customer satisfaction efforts, and work with leadership to prioritize items on the technical roadmap.

- Audit the CHE team through direct customer contact as well as “mystery shoppers” on the platform.

- Monitor third-party review sites for opportunities to engage and improve our brand with customers.

How to Apply?

Email your resume along with a cover letter to