Hypercare Representative (LATAM)

Cloudbeds; Comisión de Fomento de Perú; Remote; ARS 106,019,000 - 166,601,000; Full time

Benefits offered by this job

Home office stipend

Fully paid parental leave

PTO according to policy

Job summary

Cloudbeds is a fully remote, remote-first company transforming hospitality software globally. As an Hypercare Onboarding Coach, you will guide properties through live go-live events, analyze data flows, troubleshoot integrations, and design scalable onboarding processes that reduce friction for hoteliers worldwide.

You will leverage your hospitality experience to personalize every interaction, manage high-priority support, and help clients become self-sufficient as they adopt our platform across

Qualifications

• 3+ years in high-touch hospitality or SaaS customer success.
• Experience supporting live environments and data flows.
• Ability to analyze and resolve complex technical issues.
• Strong emotional intelligence and relationship management.

Responsibilities

• Own post‑go‑live safety net and guide clients.
• Tackle high-priority SLAs with proactive outreach.
• Investigate issues, identify root causes, and coordinate.
• Coordinate onboarding across multiple time zones.
• Foster long-term product adoption and client success.

Skills

Hospitality experience

AI tooling familiarity

Technical troubleshooting

Client relationship skills

Education

Hospitality degree preferred

Tools

AI tools

Internal automation

Job description

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.

What Makes Us Unique

AtCloudbeds,we'renotjustbuildingsoftware,we’retransforminghospitality.Ourintelligentlydesignedplatformpowerspropertiesacross150countries,processingbillionsinbookingsannually.Fromindependentpropertiestohotelgroups,wehelphotelierstransformoperationsandupleveltheircommercialstrategythroughaunifiedplatformthatintegrateswithhundredsofpartners.Andwedoitwithacompletelyremoteteam.ImagineworkingalongsideglobalinnovatorstobuildAI-poweredsolutionsthatsolvehoteliers'biggestchallenges.Sinceourfoundingin2012,we'vebecometheWorld'sBestHotelPMSSolutionsProviderandlandedonDeloitte'sTechnologyFast500againin2024–butwe'rejustgettingstarted.

Location: Remote

Working Shift:

Tobestsupportourglobalhoteliers,ourHypercareOnboardingteamoperatesacrossmultipletimezones.WearecurrentlylookingforCoachestofillthefollowingshiftoptions:

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

Pleasenote:Shiftdetailswillbediscussedduringtheinterviewprocessbasedonbusinessneedsaswellasyourpreferenceandflexibility.Finalshiftallocationwillbeconfirmedpriortoanoffer.

How You'll Make an Impact

HypercareOnboardingCoach,youwillstepinatthemostcritical,high-stakesjunctureofourclients'journey:theexactmomenttheirbusinessgoesliveonourplatform.Youwillempowerclientstotransformtheirpropertiesthroughour

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 aCaringRebelwhomodelsHospitalityBeforeEfficiency.Youwillpersonalizeeveryinteraction,shieldyourclientsfromtechnicaloverwhelm,andcarefortheirpropertiesjustasyouwouldforaguestwalkingintoa5-starhotel—alwaysgoingtheextramiletodeliveranexperienceofUnreasonableHospitality.

Our Customer Onboarding Team

OurOnboardingteamiswhereHospitalityHeartsmeetSmartSolutions.Weareafully-remotegroupofformerhoteliersandcustomerexperienceprofessionals,focusedonremovingunnecessarymanualworksowecanspendmoretimeonour"humanmagic":buildingandstrengtheningrelationships,andensuringourcustomersfeelconfidentandsupportedfromdayone.Ifyouaredrivenbyemotionalintelligence,trust-building,anddeliveringdeeplypersonalizedhospitalitymomentsinsteadofrepetitiveoperationaltasks,youwillfeelrightathomehere.

What You Bring to the Team

• OwnthePost-Go-LiveSafetyNet:

You'lleagerlyadoptAItoolsandinternalautomationtohandleadministrativedragandresolverepetitivetechnicalquestionsinstantly,freeingyouuptofocusonstrategicreal-timeguidanceandbuildingdeepproductadoption.

• CrushTightSLAswithaMaverickEdge:

Youwillmanageahigh-priority,fast-pacedticketqueueandincominghotlineswithastrictturnaroundtime.Asatruecollaborator,youwilljumponurgent,unscheduledcallsordiveintothequeuetohelptheglobalteamclearcriticalclientblockersacrosstimezoneswhencapacitydemandsit.

• InvestigatewithCuriosity:

Whenaproblemisdeeplytechnicalorambiguous,youwilldiveinwithatechnicalsupport-stylemindset,investigatingrootcauses,collaboratingwithinternalproductspecialists,andturningcomplexerrorsintocleansolutions.

• BridgetheGaptoLong-TermSuccess:

Youwillfacilitatethecrucialtransitionfromintensivetechnicalconfigurationintolong-termproductutilization,empoweringclientstobecomeentirelyself-sufficientbeforesuccessfullyhandingthemofftolong-termrelationshipmanagers.

• MaintainFlawlessContext:

What Sets You Up for Success

• ShowStrongAISmarts:

Exceptionaltechnicalaptitudeandlearningagility.Youpickupnewsystemsrapidly,understandhowtoleveragemodernAItoolstoconquerdailyvolume,andthriveinanenvironmentwheretechnologyandworkflowroutingmodelsareconstantlyevolving.

• DemonstrateYourHospitalityHeart:

Strongorganizationalandproactiveskills.Youcangracefullybalanceascheduleofdedicatedcustomerfollow-upcallsalongsideanactive,immediatesupportqueuewithoutlosingyourcool.

• Cross-FunctionalAlignment:

Abilitytosynthesizecomplex,live-environmentfeedbackandsharedistinctcustomerinsightsacrossSales,Product,andSupportteamstodriveoverallclientretention.

Youbringover3yearsof5-starhospitalityexperienceinkeyoperationalroles(FrontDesk,Operations,orRevenueManagement)withinaboutiqueorleadinghotelbrand,ORyoupossessatleast3yearsofrelevantB2BSaaSindustryexperienceinahigh-touchcustomersuccess,implementation,otechnicalsupportrolewithinHospitalityIndustry.Hospitalitydegreepreferred.

Recommended Skills to Stand Out

• KnowledgeofSpanish,Portuguese,English,Thai,orTagalogifnotthemothertongue.

What to Expect - Your Journey with Us

BehindCloudbeds'revolutionarytechnologyisateamofredefiningwhat'spossibleinhospitality.We're650+teammembersacross40+countries,bringingtogethereliteengineers,AIarchitects,world-classdesigners,andhospitalityveteranstosolvechallengesothershaven'tdaredtotackle.

Ourdiverseteamspeaks30+languages,butweallshareonelanguage:apassionforinnovationandtravel.Frompioneeringbreakthroughsinmachinelearningtorevolutionizinghowhotelsoperate,we'renotjustwatchingthefutureofhospitalityunfold–we'recodingit,designingit,writingit,andshippingit.Ifyou'rereadytoworkalongsidesomeofthebrightestmindsintechwhoareobsessedwithusingAItotransformatrillion-dollarindustry,thisisyourchancetobepartofsomethingextraordinary.

Learnmoreonlineat cloudbeds.com

Company Awards to Check Out!

• BestAll-In-OneHotelManagementSystem|HotelTechAwards(2025)
• Overall10BestPlacestoWork|HotelTechAwards(2025)
• Top10People’sChoice(2024)
• RemoteFirst,RemoteAlways
• PTOinaccordancewithlocallaborrequirements
• FullyPaidParentalLeave
• Homeofficestipendbasedoncountryofresidency

CloudbedsisproudtobeanEqualOpportunityEmployerthatcelebratesthediversityinourglobalteam!Wedonotdiscriminatebaseduponrace,religion,color,nationalorigin,gender(includingpregnancy,childbirth,orrelatedmedicalconditions),sexualorientation,genderidentity,