Hypercare Representative

Portugal

About the Position

At Cloudbeds, we're transforming hospitality with our intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. We're looking for a Hypercare Onboarding Coach to join our completely remote team and support our global hoteliers during the critical post-launch period.

Responsibilities

• Own the Post-Go-Live Safety Net: Execute highly intensive interaction cadences to evaluate system health, assess team sentiment, and build deep product confidence during the first days live.
• Standardize the Repeatable, Personalize the Meaningful: Adopt AI tools and internal automation to handle administrative tasks and resolve technical questions instantly, focusing on strategic real-time guidance.
• Crush Tight SLAs with a Maverick Edge: Manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time, collaborating with the global team to clear critical client blockers.
• Investigate with Curiosity: Dive into technical or ambiguous problems, investigating root causes, collaborating with internal product specialists, and turning complex errors into clean solutions.
• Bridge the Gap to Long-Term Success: Facilitate the transition from intensive technical configuration into long-term product utilization, empowering clients to become self-sufficient.
• Maintain Flawless Context: Keep a clear, detailed record of account activities and health metrics in our CRM, converting live-environment customer feedback into actionable insights.

Requirements

• Show Strong AI Smarts: Exceptional technical aptitude and learning agility.
• Demonstrate Your Hospitality Heart: Proven high emotional intelligence and trust-building skills.
• Thrive in Fast-Paced Complexity: Strong organizational and proactive skills.
• Cross-Functional Alignment: Ability to synthesize complex feedback and share customer insights across Sales, Product, and Support teams.
• Proven Industry Background: Over 3 years of 5-star hospitality experience or at least 3 years of relevant B2B SaaS industry experience in the Hospitality Industry.

Nice to Have

• Knowledge of Spanish, Portuguese, English, Thai, or Tagalog.
• Project Management or Change Management certification.

We Offer

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays
• 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

About the Company

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

Company Awards to Check Out!

• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace® Certified (2024)
• Top 10 People’s Choice (2024)
• Deloitte Technology Fast 500 (2024)

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, 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.

Discover more at cloudbeds.com.