Launch Concierge: Hypercare Onboarding Coach (Remote)

Cloudbeds; Manila; On-site; PHP 2,006,000 - 3,260,000; Full time

Benefits offered by this job

Remote First

Home office stipend

Wellness Fridays

Professional development

Job summary

Cloudbeds is hiring a Hypercare Onboarding Coach to support clients as they go live on our AI-powered hospitality platform. You will ensure smooth handoffs, monitor live environments, and deliver high-touch guidance across multiple time zones to guests and hoteliers.

You bring 3+ years in hospitality or B2B SaaS with strong emotional intelligence and a customer-first mindset. This fully remote role offers flexible shifts aligned to global hotels, with a focus on rapid issue resolution and

Qualifications

• 3+ years of 5-star hospitality experience in Front Desk/Operations or Revenue Management, within boutique or leading hotel brands.
• Alternatively, ≥3 years in high-touch B2B SaaS customer success, implementation, or technical support in hospitality.

Responsibilities

• Own post-go-live safety net and execute intensive interaction cadences to ensure system health and product confidence.
• Standardize repeatable processes while personalizing guidance and resolving technical questions.
• Manage high-priority ticket queues and urgent calls across time zones to unblock clients.
• Investigate root causes with product teams and translate feedback into actionable insights.

Skills

Hospitality background

Emotional intelligence

AI tools familiarity

Cross-functional collaboration

Education

Hospitality degree preferred

Tools

CRM systems

Ticketing systems

Job description

Cloudbeds is hiring a Hypercare Onboarding Coach to support clients as they go live on our AI-powered hospitality platform. You will ensure smooth handoffs, monitor live environments, and deliver high-touch guidance across multiple time zones to guests and hoteliers.

You bring 3+ years in hospitality or B2B SaaS with strong emotional intelligence and a customer-first mindset. This fully remote role offers flexible shifts aligned to global hotels, with a focus on rapid issue resolution and