Hypercare Representative (LATAM)

About the Position

Hypercare Representative (LATAM)

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.

Location: Remote

Working Shift:

• Regular Working Hours: 9:00 AM – 6:00 PM (Local Time)

What You'll Do:

As a Hypercare Onboarding Coach, you will be the strategic operational partner for our clients during the critical post-go-live phase. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when transitioning to their new live environment.

Responsibilities

• Own the Post-Go-Live Safety Net: Champion the critical post-launch window, executing highly intensive interaction cadences to evaluate system health, assess team sentiment, and build deep product confidence during their first days live.
• Standardize the Repeatable, Personalize the Meaningful: Adopt AI tools and internal automation to 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. Collaborate with the global team to clear critical client blockers across time zones when capacity demands it.
• Investigate with Curiosity: Dive into deeply 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 entirely self-sufficient before handing them off to long-term relationship managers.
• Maintain Flawless Context: Keep a clear, detailed record of account activities and health metrics in our CRM, ensuring no context is lost and converting live-environment customer feedback into actionable insights for our product teams.

Requirements

• Show Strong AI Smarts: Exceptional technical aptitude and learning agility. Rapidly pick up new systems, understand how to leverage modern AI tools, and thrive in an evolving technological environment.
• Demonstrate Your Hospitality Heart: Proven high emotional intelligence and trust-building skills. Calm a stressed hotelier during a high-pressure launch, ensuring they feel protected and genuinely cared for.
• Thrive in Fast-Paced Complexity: Strong organizational and proactive skills. Balance a schedule of dedicated customer follow-up calls alongside an active support queue without losing your cool.
• Cross-Functional Alignment: Synthesize complex feedback and share distinct customer insights across Sales, Product, and Support teams to drive overall client retention.
• Proven Industry Background: Over 3 years of 5-star hospitality experience in key operational roles (Front Desk, Operations, or Revenue Management) within a boutique or leading hotel brand, OR at least 3 years of relevant B2B SaaS industry experience in a high-touch customer success, implementation, or technical support role within the Hospitality Industry. Hospitality degree preferred.

Nice to Have

• Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue.
• Project Management or Change Management certification.

We Offer

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• 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)

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, 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 [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

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.

#LI-REMOTE