Hypercare Representative (LATAM)

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About This Role

Cloudbeds is seeking a Hypercare Representative (LATAM) to join its onboarding team. Cloudbeds builds software for the hospitality industry, powering hotels across 150 countries with a unified platform that integrates with hundreds of partners. The company has been recognized in the 2026 HotelTechAwards and Deloitte Technology Fast 500. In this role, you will guide clients through the critical post-go-live transition when their business launches on the platform. You will serve…

Job Description

Responsibilities

• Manage the post-launch window by executing intensive interaction cadences to evaluate system health, gauge sentiment, and build product confidence
• Adopt AI tools and internal automation to handle administrative tasks and resolve repetitive technical questions
• Handle a high-priority, fast-paced ticket queue and incoming hotlines adhering to strict turnaround times
• Collaborate across the global team by taking on urgent calls or queue clearing when capacity demands it
• Investigate technical or ambiguous problems, collaborate with product specialists, and identify root causes
• Guide clients through the transition from technical configuration to long-term self-sufficiency before handing accounts over to relationship managers
• Maintain detailed records of account activities and health metrics within the CRM system

Requirements

• Possess over 3 years of 5-star hospitality experience in operational roles like Front Desk, Operations, or Revenue Management within a boutique or leading hotel brand, OR at least 3 years of relevant B2B SaaS industry experience in a high-touch customer success, implementation, or technical support role within the hospitality industry
• Authorized to work in the position location without requiring visa sponsorship
• Available for assigned shift schedules covering multi-day combinations across various EST hours

Qualifications

• Possess a hospitality degree
• Knowledge of Spanish, Portuguese, English, Thai, or Tagalog
• Hold a Project Management or Change Management certification

Core Skills

Benefits

• Paid time off in accordance with local labor requirements
• Fully paid parental leave
• Home office stipend based on the country of residency
• Professional development courses in Cloudbeds University
• Access to manager training, upskilling, and knowledge transfer

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