Hypercare Representative (LATAM)

About the role

As a Hypercare Representative you will join Cloudbeds' Onboarding team to support hotels during the critical moment they go live on the platform. Working remotely, you will act as a strategic partner, ensuring a smooth transition and high‑touch support for LATAM clients.

Key responsibilities

• Own the post‑go‑live safety net by monitoring system health, evaluating client sentiment and driving product confidence during the first days live.
• Manage a high‑priority ticket queue and incoming hotlines, meeting strict SLAs and providing urgent assistance across time zones.
• Investigate technical issues, collaborate with product specialists and turn complex errors into clear solutions.
• Facilitate the hand‑off from intensive configuration to long‑term product utilization, preparing clients for relationship managers.

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, empathy and the ability to calm stressed hotel owners during high‑pressure launches.
• Excellent organizational skills to balance dedicated follow‑up calls with an active support queue.
• Ability to synthesize live‑environment feedback and share insights with sales, product and support teams.

Required skills

• Technical aptitude with rapid learning of new systems and AI‑driven tools.
• Experience using CRM platforms to record detailed account activity and health metrics.
• Proficiency in troubleshooting integrations and analyzing live data flows.

What we offer

• Remote‑first work model with a home‑office stipend based on country of residence.
• PTO in accordance with local labor requirements and fully paid parental leave.
• Access to professional development courses through Cloudbeds University.