Hypercare Representative (LATAM)

As a Hypercare Onboarding Coach, 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. You will analyze live data flows, troubleshoot integrations, and design processes that eliminate live-environment friction so hoteliers can focus entirely on their guests.

What You Will Do

You will 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. You'll eagerly adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption.

Why It Might Be a Fit

You will thrive in a fast-paced, complex environment, balancing a schedule of dedicated customer follow-up calls alongside an active, immediate support queue without losing your cool. You will synthesize complex, live-environment feedback and share distinct customer insights across Sales, Product, and Support teams to drive overall client retention.

Requirements

• Exceptional technical aptitude and learning agility
• Proven high emotional intelligence and trust-building skills
• Strong organizational and proactive skills
• Ability to synthesize complex, live-environment feedback and share distinct customer insights across Sales, Product, and Support teams
• 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 you possess 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

Benefits

• 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