Hypercare Representative (LATAM)

𝗪𝗵𝗮𝘁 𝗠𝗮𝗸𝗲𝘀 𝗖𝗹𝗼𝘂𝗱𝗯𝗲𝗱𝘀 𝗨𝗻𝗶𝗾𝘂𝗲

At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻:

Remote

𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗦𝗵𝗶𝗳𝘁:

To best support our global hoteliers, our Hypercare Onboarding team operates across multiple time zones. We are currently looking for Coaches to fill the following shift options:

Thursday – Monday: 4:00 PM – 1:00 AM EST

Friday – Tuesday: 10:00 AM – 7:00 PM EST

Wednesday – Sunday: 5:00 AM – 2:00 PM EST

Please note: Shift details will be discussed during the interview process based on business needs as well as your preference and flexibility. Final shift allocation will be confirmed prior to an offer.

𝗛𝗼𝘄 𝗬𝗼𝘂'𝗹𝗹 𝗠𝗮𝗸𝗲 𝗮𝗻 𝗜𝗺𝗽𝗮𝗰𝘁:

As a 𝗛𝘆𝗽𝗲𝗿𝗰𝗮𝗿𝗲 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗖𝗼𝗮𝗰𝗵, you will step in at the most critical, high-stakes juncture of our clients' journey: the exact moment their business goes live on our platform. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when transitioning to their new live environment. This isn't a standard support queue; it's a high-touch, fast-paced launch zone where you act as a strategic operational partner.

Leveraging your firsthand hospitality experience, you won't just close technical tickets—you will analyze live data flows, troubleshoot integrations, and design processes that eliminate live-environment friction so hoteliers can focus entirely on their guests. This is a role for a 𝗖𝗮𝗿𝗶𝗻𝗴 𝗥𝗲𝗯𝗲𝗹 who models Hospitality Before Efficiency. You will personalize every interaction, shield your clients from technical overwhelm, and care for their properties just as you would for a guest walking into a 5-star hotel—always going the extra mile to deliver an experience of Unreasonable Hospitality.

𝗢𝘂𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗧𝗲𝗮𝗺:

Our Onboarding team is where 𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗛𝗲𝗮𝗿𝘁𝘀 meet 𝗦𝗺𝗮𝗿𝘁 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀. We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺:

Own the Post-Go-Live Safety Net:

You will champion the critical post-launch window, executing highly intensive interaction cadences to evaluate system health, assess team sentiment, and build deep product confidence during their first days live.

Standardize the Repeatable, Personalize the Meaningful:

You'll eagerly adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption.

Crush Tight SLAs with a Maverick Edge:

You will manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnarou