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Hypercare Representative (LATAM)

3 weeks, 4 days ago
Latin America
Full-time
Mid Level
Customer Success
Customer and Technical Support
CRM
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 7

Description

  • Support clients through the critical post-go-live period and help ensure a smooth transition into live operations.
  • Evaluate system health, monitor client sentiment, and build confidence during the first days after launch.
  • Manage a high-priority ticket queue and incoming hotlines within strict turnaround times.
  • Join urgent calls and help clear critical client blockers across time zones as needed.
  • Investigate complex or ambiguous technical issues, identify root causes, and collaborate with internal specialists on solutions.
  • Guide clients from intensive technical configuration to long-term self-sufficiency and handoff to relationship managers.
  • Maintain detailed records of account activity, health metrics, and customer feedback in the CRM.
  • Share live customer insights with Sales, Product, and Support teams to improve retention and product outcomes.
  • Use AI tools and internal automation to reduce repetitive work and focus on high-value client support.

Requirements

  • 3+ years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management roles within a boutique or leading hotel brand, or 3+ years of relevant B2B SaaS experience in high-touch customer success, implementation, or technical support within the hospitality industry.
  • Hospitality degree preferred.
  • Strong technical aptitude and learning agility, with the ability to quickly pick up new systems.
  • Ability to leverage modern AI tools and adapt to evolving workflow routing models.
  • High emotional intelligence and trust-building skills.
  • Strong organizational and proactive skills in a fast-paced, complex support environment.
  • Ability to balance scheduled customer follow-up calls with an active support queue.
  • Ability to synthesize live customer feedback and communicate insights across cross-functional teams.
  • Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue (preferred).
  • Project Management or Change Management certification (preferred).

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays for an extra-long weekend each month.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Professional development courses through Cloudbeds University.
  • Access to manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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