Hypercare Representative (LATAM)

Cloudbeds
Latin America
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Emotional intelligence","Trust-building","Organizational skills","Proactive mindset","Cross-functional collaboration"]

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.

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FursaFursa
Cloudbeds
Cloudbeds
2 months ago

Hypercare Representative (LATAM)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 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
Glassdoor: 4.0
WebsiteLinkedIn