Hypercare Representative – LATAM

About the role

As a Hypercare Onboarding Coach you will support hotels at the critical moment they go live on Cloudbeds’ platform. Working remotely, you will combine hospitality expertise with AI‑driven tools to ensure a smooth transition and high client satisfaction.

Key responsibilities

• Monitor post‑go‑live environments, evaluate system health and guide clients through the first days of live operation.
• Analyze live data flows, troubleshoot integrations and design processes that reduce friction for hoteliers.
• Manage a high‑priority ticket queue and urgent hotlines, meeting strict SLA turnaround times.
• Investigate complex technical issues, collaborate with product specialists and translate findings into actionable solutions.
• Document account activities and health metrics in the CRM, providing feedback to product teams.

Required profile

• Minimum 3 years of experience in a 5‑star hospitality role (front desk, operations, revenue management) or equivalent B2B SaaS customer success/technical support experience.
• Strong emotional intelligence and ability to build trust with hotel operators during high‑pressure launches.
• Excellent organizational skills to balance proactive client follow‑ups with an active support queue.
• Ability to synthesize live‑environment feedback and share insights across sales, product and support teams.