Cloudbeds

3 weeks ago

Hypercare Representative

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own the post-go-live onboarding “safety net” for hospitality customers as they launch on the Cloudbeds platform. Triage and resolve high-priority tickets and incoming hotlines, troubleshoot integrations, and analyze live data flows to remove launch friction. Use AI tools and internal automation to standardize repeatable help while delivering highly personalized, high-emotional-intelligence support via CRM tracking and cross-functional coordination.

Location: Portugal

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Champion the critical post-launch window by evaluating system health, assessing team sentiment, and building product confidence during customers’ first days live.
•Resolve repetitive technical questions and guide strategic real-time operations by troubleshooting integrations and analyzing live data flows.
•Manage a high-priority, fast-paced ticket queue and incoming hotlines, jumping on urgent calls as needed to clear client blockers across time zones.
•Investigate deeply technical or ambiguous issues with a technical support mindset, collaborating with internal product specialists and translating errors into clear solutions.
•Facilitate the transition from intensive configuration into long-term product utilization, maintaining flawless context in the CRM and feeding insights to product teams.

Pay and Benefits

Perks:Remote WorkParental LeaveHome OfficeLearning BudgetPaid Leave

Key Requirements

•3+ years of 5-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) OR at least 3 years in a B2B SaaS customer success, implementation, or technical support role in the hospitality industry.
•Strong technical aptitude and learning agility, including ability to leverage modern AI tools and evolving workflow routing models.
•Proven high emotional intelligence and trust-building skills to calm stressed hotel partners during high-pressure launches.
•Strong organizational and proactive skills to balance follow-up calls with an active support queue while meeting strict SLAs.
•Experience recording account activities and health metrics in a CRM and turning customer feedback into actionable insights for product teams.

Experience:3+ yearsHospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingOrganizational skillsProactive problem-solvingCross-functional collaboration

Certifications:Project Management certificationChange Management certification

Languages:EnglishSpanishPortugueseThaiTagalog

Tech Stack:AI toolsAutomationCRM

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

3 weeks ago

Hypercare Representative

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Portugal

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Champion the critical post-launch window by evaluating system health, assessing team sentiment, and building product confidence during customers’ first days live.
•Resolve repetitive technical questions and guide strategic real-time operations by troubleshooting integrations and analyzing live data flows.
•Manage a high-priority, fast-paced ticket queue and incoming hotlines, jumping on urgent calls as needed to clear client blockers across time zones.
•Investigate deeply technical or ambiguous issues with a technical support mindset, collaborating with internal product specialists and translating errors into clear solutions.
•Facilitate the transition from intensive configuration into long-term product utilization, maintaining flawless context in the CRM and feeding insights to product teams.

Pay and Benefits

Perks:Remote WorkParental LeaveHome OfficeLearning BudgetPaid Leave

Key Requirements

•3+ years of 5-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) OR at least 3 years in a B2B SaaS customer success, implementation, or technical support role in the hospitality industry.
•Strong technical aptitude and learning agility, including ability to leverage modern AI tools and evolving workflow routing models.
•Proven high emotional intelligence and trust-building skills to calm stressed hotel partners during high-pressure launches.
•Strong organizational and proactive skills to balance follow-up calls with an active support queue while meeting strict SLAs.
•Experience recording account activities and health metrics in a CRM and turning customer feedback into actionable insights for product teams.

Experience:3+ yearsHospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingOrganizational skillsProactive problem-solvingCross-functional collaboration

Certifications:Project Management certificationChange Management certification

Languages:EnglishSpanishPortugueseThaiTagalog

Tech Stack:AI toolsAutomationCRM

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