Cloudbeds

6 days ago

Hypercare Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the post-go-live “hypercare” launch window for hotel clients as they start using the platform. Provide high-touch onboarding and troubleshooting by analyzing live data flows, resolving integration issues, and guiding teams to remove live-environment friction. Manage high-priority tickets and calls to meet tight SLAs, maintain CRM context, and translate customer feedback into actionable insights for product and long-term relationship managers.

Location: Thailand

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Provide high-touch guidance at the post-go-live moment to ensure clients feel supported as their environment goes live.
•Analyze live data flows, troubleshoot integrations, and design processes that reduce live-environment friction.
•Manage a high-priority ticket queue and incoming hotlines to meet strict turnaround times and clear critical client blockers.
•Investigate technical or ambiguous issues to identify root causes and collaborate with internal product specialists to deliver solutions.
•Facilitate the transition from intensive configuration to long-term product utilization and maintain flawless CRM context for ongoing insights.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) in a boutique or leading hotel brand, or 3+ years of B2B SaaS experience in customer success, implementation, or technical support within the hospitality industry.
•Strong AI aptitude and learning agility, including the ability to leverage modern AI tools and keep up with evolving workflow/routing models.
•Proven emotional intelligence and trust-building skills to calm stressed hoteliers during high-pressure launches.
•Strong organizational and proactive skills to balance scheduled follow-up calls with an active support queue.
•Ability to synthesize complex, live-environment feedback and collaborate across Sales, Product, and Support to drive retention.

Experience:HospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingLearning agilityOrganizational skillsProactive collaboration

Certifications:Project Management certificationChange Management certification

Tech Stack:AICRM

Company Brief

Cloudbeds

Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn

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Cloudbeds

6 days ago

Hypercare Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Thailand

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Provide high-touch guidance at the post-go-live moment to ensure clients feel supported as their environment goes live.
•Analyze live data flows, troubleshoot integrations, and design processes that reduce live-environment friction.
•Manage a high-priority ticket queue and incoming hotlines to meet strict turnaround times and clear critical client blockers.
•Investigate technical or ambiguous issues to identify root causes and collaborate with internal product specialists to deliver solutions.
•Facilitate the transition from intensive configuration to long-term product utilization and maintain flawless CRM context for ongoing insights.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) in a boutique or leading hotel brand, or 3+ years of B2B SaaS experience in customer success, implementation, or technical support within the hospitality industry.
•Strong AI aptitude and learning agility, including the ability to leverage modern AI tools and keep up with evolving workflow/routing models.
•Proven emotional intelligence and trust-building skills to calm stressed hoteliers during high-pressure launches.
•Strong organizational and proactive skills to balance scheduled follow-up calls with an active support queue.
•Ability to synthesize complex, live-environment feedback and collaborate across Sales, Product, and Support to drive retention.

Experience:HospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingLearning agilityOrganizational skillsProactive collaboration

Certifications:Project Management certificationChange Management certification

Tech Stack:AICRM

Company Brief

Cloudbeds

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn