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 high-touch post-go-live support for hotel clients as they go live on the platform. Partner with customers during a fast-paced launch window to troubleshoot integrations, analyze live data flows, resolve critical issues, and build confidence using AI tools and internal automation. Manage ticket queues and urgent calls to meet tight SLAs while maintaining accurate context in the CRM and translating live feedback into actionable insights for product teams.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Step in at the most critical post-go-live moment to empower clients and ensure a smooth transition to their live environment.
•Execute high-touch onboarding and safety-net activities by evaluating system health, assessing team sentiment, and building product confidence during the first days live.
•Manage a high-priority ticket queue and incoming hotlines, jumping on urgent unscheduled calls to clear critical client blockers across time zones.
•Investigate deeply technical or ambiguous problems, collaborating with internal product specialists to diagnose root causes and produce clean solutions.
•Maintain flawless context by keeping detailed CRM records of account activity and translating live-environment customer feedback into actionable product insights.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management OR 3+ years of B2B SaaS experience in high-touch customer success, implementation, or technical support within the hospitality industry.
•Exceptional technical aptitude and learning agility to adopt modern AI tools and evolving workflow routing models.
•Proven high emotional intelligence and trust-building to calm and support stressed hoteliers during high-pressure launches.
•Strong organizational and proactive skills to balance follow-up calls with an active support queue.
•Ability to synthesize complex, live-environment feedback and share customer insights across Sales, Product, and Support teams.

Experience:3+ yearsHospitalityB2B SaaSCustomer successImplementationTechnical support

Education:

Skills:Emotional intelligenceTrust-buildingEmpathetic communicationOrganizational skillsProactive problem-solving

Certifications:Project Management certificationChange Management certification

Languages:EnglishSpanishPortugueseThaiTagalog

Tech Stack:AI toolsInternal automationCRM

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

Loading job details...

Preparing the role view and application actions.

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: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Step in at the most critical post-go-live moment to empower clients and ensure a smooth transition to their live environment.
•Execute high-touch onboarding and safety-net activities by evaluating system health, assessing team sentiment, and building product confidence during the first days live.
•Manage a high-priority ticket queue and incoming hotlines, jumping on urgent unscheduled calls to clear critical client blockers across time zones.
•Investigate deeply technical or ambiguous problems, collaborating with internal product specialists to diagnose root causes and produce clean solutions.
•Maintain flawless context by keeping detailed CRM records of account activity and translating live-environment customer feedback into actionable product insights.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management OR 3+ years of B2B SaaS experience in high-touch customer success, implementation, or technical support within the hospitality industry.
•Exceptional technical aptitude and learning agility to adopt modern AI tools and evolving workflow routing models.
•Proven high emotional intelligence and trust-building to calm and support stressed hoteliers during high-pressure launches.
•Strong organizational and proactive skills to balance follow-up calls with an active support queue.
•Ability to synthesize complex, live-environment feedback and share customer insights across Sales, Product, and Support teams.

Experience:3+ yearsHospitalityB2B SaaSCustomer successImplementationTechnical support

Education:

Skills:Emotional intelligenceTrust-buildingEmpathetic communicationOrganizational skillsProactive problem-solving

Certifications:Project Management certificationChange Management certification

Languages:EnglishSpanishPortugueseThaiTagalog

Tech Stack:AI toolsInternal automationCRM

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