Hypercare Representative (LATAM)

The role

You will act as a strategic operational partner during the client post-go-live phase. You will troubleshoot integrations, analyze data flows, and manage a high-priority ticket queue to ensure successful product adoption.

What you will do

• Execute intensive interaction cadences to evaluate system health and build product confidence
• Adopt AI tools and internal automation to handle administrative tasks
• Manage a high-priority, fast-paced ticket queue and incoming hotlines
• Collaborate with the global team to clear critical client blockers
• Investigate root causes of technical problems and collaborate with product specialists
• Facilitate the transition from technical configuration to long-term product utilization
• Maintain detailed records of account activities and health metrics in the CRM
• Convert live-environment customer feedback into actionable insights for product teams

Required qualifications

• Exceptional technical aptitude and learning agility
• High emotional intelligence and trust-building skills
• Strong organizational and proactive skills
• Ability to synthesize complex feedback for Sales, Product, and Support teams
• Over 3 years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management roles within a boutique or leading hotel brand, OR at least 3 years of relevant B2B SaaS industry experie

Nice to have

• Hospitality degree
• Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue
• Project Management or Change Management certification

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds is a remote team that builds a platform powering hotels across 150 countries. The company has been recognized for excellence, including being a Deloitte Technology Fast 500 company.