Cloudbeds

3 weeks ago

Hypercare Representative (LATAM)

✓ 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 critical post-go-live “hypercare” onboarding window for hospitality clients across LATAM, providing high-touch, fast-paced guidance as properties launch on the platform. Triage and troubleshoot live issues, analyze data flows and integrations, manage ticket queues and urgent calls with strict SLAs, and turn customer feedback into actionable insights. Use AI tools and internal automation to standardize repeatable tasks while delivering empathetic, personalized support.

Location: Latin America

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Champion the post-go-live safety net by executing intensive interaction cadences to assess system health, team sentiment, and client confidence during their first days live.
•Troubleshoot live issues by analyzing data flows, diagnosing root causes with a technical support mindset, and working with internal product specialists to resolve complex errors.
•Manage a high-priority ticket queue and incoming hotlines, jumping on urgent unscheduled calls across time zones to clear critical client blockers within SLAs.
•Standardize repeatable administrative work using AI tools and internal automation while personalizing meaningful guidance to build product adoption.
•Maintain detailed account context in the CRM and convert live-environment customer feedback into actionable insights for product teams, ensuring a smooth transition to long-term relationship managers.

Pay and Benefits

Perks:Remote WorkPaid LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in front desk, operations, or revenue management within a boutique or leading hotel brand, or 3+ years of relevant B2B SaaS experience in customer success, implementation, or technical support in hospitality.
•Exceptional learning agility and strong technical aptitude, with the ability to leverage modern AI tools to handle daily volume.
•Proven high emotional intelligence and trust-building skills to calm and support stressed hotelier teams during high-pressure launches.
•Strong organizational and proactive skills to balance scheduled follow-up calls with an immediate support queue.
•Experience collaborating across Sales, Product, and Support by synthesizing live feedback and sharing customer insights to drive retention.

Experience:3+ yearsHospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingOrganizational skillsProactive mindsetCross-functional collaboration

Certifications:Project Management certificationChange Management certification

Languages:SpanishPortugueseEnglishThaiTagalog

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 (LATAM)

✓ 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: Latin America

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Champion the post-go-live safety net by executing intensive interaction cadences to assess system health, team sentiment, and client confidence during their first days live.
•Troubleshoot live issues by analyzing data flows, diagnosing root causes with a technical support mindset, and working with internal product specialists to resolve complex errors.
•Manage a high-priority ticket queue and incoming hotlines, jumping on urgent unscheduled calls across time zones to clear critical client blockers within SLAs.
•Standardize repeatable administrative work using AI tools and internal automation while personalizing meaningful guidance to build product adoption.
•Maintain detailed account context in the CRM and convert live-environment customer feedback into actionable insights for product teams, ensuring a smooth transition to long-term relationship managers.

Pay and Benefits

Perks:Remote WorkPaid LeaveHome OfficeLearning Budget

Key Requirements

•3+ years of 5-star hospitality experience in front desk, operations, or revenue management within a boutique or leading hotel brand, or 3+ years of relevant B2B SaaS experience in customer success, implementation, or technical support in hospitality.
•Exceptional learning agility and strong technical aptitude, with the ability to leverage modern AI tools to handle daily volume.
•Proven high emotional intelligence and trust-building skills to calm and support stressed hotelier teams during high-pressure launches.
•Strong organizational and proactive skills to balance scheduled follow-up calls with an immediate support queue.
•Experience collaborating across Sales, Product, and Support by synthesizing live feedback and sharing customer insights to drive retention.

Experience:3+ yearsHospitalityB2B SaaS

Skills:Emotional intelligenceTrust-buildingOrganizational skillsProactive mindsetCross-functional collaboration

Certifications:Project Management certificationChange Management certification

Languages:SpanishPortugueseEnglishThaiTagalog

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