Hypercare Representative (LATAM)
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Nice to have's
Job description
About the Position
Hypercare Representative (LATAM)
Location: Remote
At Cloudbeds, we're transforming hospitality with our intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. We are currently looking for Coaches to join our Hypercare Onboarding team, which operates across multiple time zones to best support our global hoteliers.
Working Shift:
- Thursday – Monday: 4:00 PM – 1:00 AM EST
- Friday – Tuesday: 10:00 AM – 7:00 PM EST
- Wednesday – Sunday: 5:00 AM – 2:00 PM EST
Shift details will be discussed during the interview process based on business needs and your preference and flexibility.
What Makes Cloudbeds Unique
Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started.
Responsibilities
As a Hypercare Onboarding Coach, you will:
- 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: Handle administrative drag and resolve repetitive technical questions instantly, focusing on strategic real-time guidance and building deep product adoption.
- Crush Tight SLAs with a Maverick Edge: Manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time.
- Investigate with Curiosity: Dive into deeply technical or ambiguous problems, collaborating with internal product specialists to turn complex errors into clean solutions.
- Bridge the Gap to Long-Term Success: Facilitate the transition from intensive technical configuration into long-term product utilization.
- 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
- 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 distinct customer insights across teams.
- Proven Industry Background: Over 3 years of 5-star hospitality experience or relevant B2B SaaS industry experience.
Recommended Skills to Stand Out
- 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
- 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.
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, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Company Awards:
- 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)
Learn more online at cloudbeds.com
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© Cloudbeds. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Cloudbeds is a software company building the next generation of hospitality management solutions. We’re engineers, designers, hostel owners, hotel managers, big data experts, and avid travelers.We’re made up of more than 600+ people in 30+ different countries and speak 17+ languages. We pride ourselves on being a diverse group of individuals who value different cultures, ideas, and walks of life. We believe our people are our greatest asset and we’re always looking for bright new people and personalities to join our family.Although we do have three offices (San Diego, São Paulo and Dublin) more than 80% of our workforce is remote and it works for us. We believe people do their best work when they’re in an environment that works well for them, whether that’s an office, a coffee shop, or a hostel in South Africa. Because we allow people to find the best place to do their best work, our attrition rate is less than 5%.