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Hypercare Representative

1 hour, 6 minutes ago
Thailand
Full-time
Junior
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 4

Description

  • Own the critical post-go-live support window and monitor client system health and sentiment.
  • Manage a high-priority ticket queue and hotline with fast turnaround times.
  • Join urgent calls and support the global team in clearing critical client blockers across time zones.
  • Investigate technical or ambiguous issues, identify root causes, and work with internal specialists to resolve them.
  • Analyze live data flows and troubleshoot integrations in the live environment.
  • Design processes that reduce friction for clients during onboarding and launch.
  • Maintain detailed CRM records of account activity, health metrics, and customer feedback.
  • Facilitate the transition from technical configuration to long-term product utilization and handoff to relationship managers.
  • Share customer insights across Sales, Product, and Support to improve retention.

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.
  • Exceptional technical aptitude and learning agility.
  • Ability to use modern AI tools and adapt to evolving systems and workflow models.
  • High emotional intelligence and strong trust-building skills.
  • Strong organizational and proactive skills for balancing follow-up calls and an active support queue.
  • Ability to synthesize complex customer feedback and communicate insights cross-functionally.
  • Project Management or Change Management certification recommended.
  • Experience working in a fast-paced, high-stakes environment with strict SLAs.
  • Comfort working remotely across time zones.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays for an extra-long weekend.
  • 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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