Hypercare Representative (LATAM)

As a Hypercare Onboarding Coach, you will step in at the most critical, high-stakes juncture of our clients' journey: the exact moment their business goes live on our platform. 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.

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, high-touch environment where you can leverage your technical aptitude, emotional intelligence, and trust-building skills to deliver an experience of Unreasonable Hospitality. You will be part of a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our

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 to drive overall client retention
• 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