Hypercare Representative (LATAM)

Third-Party Job Posts; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote First, Remote Always

Fully Paid Parental Leave

Home office stipend

PTO according to local labor laws

Professional development

Job summary

Cloudbeds is seeking a Hypercare Onboarding Coach to join our fully remote onboarding team serving global hoteliers. You will guide clients through go-live, analyze live data, and design support processes that minimize live-environment friction while delivering highly personalized hospitality moments.

A background in hospitality or high-touch SaaS with strong emotional intelligence is required. We offer a remote-first environment with flexible shift options across time zones and opportunities

Qualifications

• 3+ years of hospitality experience in key operational roles (front desk, operations, or revenue management) or 3+ years in a high-touch SaaS Customer Success/Support context within hospitality.
• Strong emotional intelligence with the ability to build trust and deliver personalized hospitality moments.
• Proven ability to learn new systems quickly and leverage AI tools to improve live-environment guidance.

Responsibilities

• Operate as Hypercare Onboarding Coach during live go-live moments for clients.
• Analyze live data flows, troubleshoot integrations, and design processes to reduce friction.
• Provide high-touch, strategic operational partnership beyond a standard support queue.
• Personalize interactions and guide clients through transition to live environment.
• Bridge cross-functional insights across Sales, Product, and Support to boost retention.

Skills

Hospitality experience

Emotional intelligence

AI tools familiarity

Organizational skills

Education

Hospitality degree (preferred)

Tools

AI tools

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

WorkingShift:

Tobestsupportourglobalhoteliers,ourHypercareOnboardingteamoperatesacrossmultipletimezones.WearecurrentlylookingforCoachestofillthefollowingshiftoptions:

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

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

Pleasenote:Shiftdetailswillbediscussedduringtheinterviewprocessbasedonbusinessneedsaswellasyourpreferenceandflexibility.Finalshiftallocationwillbeconfirmedpriortoanoffer.

How You'll Make an Impact:

AsaHypercareOnboardingCoach,youwillstepinatthemostcritical,high-stakesjunctureofourclients'journey:theexactmomenttheirbusinessgoesliveonourplatform.YouwillempowerclientstotransformtheirpropertiesthroughourAISmarts+HospitalityHeartsmission,ensuringtheyneverfeelabandonedwhentransitioningtotheirnewliveenvironment.Thisisn'tastandardsupportqueue;it'sahigh-touch,fast-pacedlaunchzonewhereyouactasastrategicoperationalpartner.

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:

WhatSetsYouUpforSuccess:

• 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,ortechnicalsupportrolewithintheHospitalityIndustry.Hospitalitydegreepreferred.

RecommendedSkillstoStandOut:

• KnowledgeofSpanish,Portuguese,English,Thai,orTagalogifnotthemothertongue.

WhattoExpect-YourJourneywithUs

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.

• 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,genderexpression,age,statusasaprotectedveteran,statusasanindividualwithadisability,orotherapplicablelegallyprotectedcharacteristics.

Cloudbedsiscommittedtothefullinclusionofallqualifiedindividuals.Aspartofthiscommitment,Cloudbedswillensurethatpersonswithdisabilitiesareprovidedreasonableaccommodationsinthehiringprocess.Weencouragedeaf,hardofhearing,deaf-blind,anddeaf-disabledindividualstoapply.Ifreasonableaccommodationisneededtoparticipateinthejobapplicationorinterviewprocessortoperformessentialjobfunctions,pleasecontactourHRteambyphoneat(858)[e-mail]ericanSignLanguage(ASL)interpreterwhereneededasareasonableaccommodationforthehiringprocesses.

ToallStaffingandRecruitingAgencies:OurCareersSiteisonlyforindividualsseekingajobatCloudbeds.Staffing,recruitingagencies,andindividualsbeingrepresentedbyanagencyarenotauthorizedtousethissiteortosubmitapplications,andanysuchsubmissionswillbeconsideredunsolicited.Cloudbedsdoesnotacceptunsolicitedresumesorapplicationsfromagencies.Pleasedonotforwardresumestoourjobsalias,Cloudbedsteammembers,oranyothercompanylocation.Cloudbedsisnotresponsibleforanyfeesrelatedtounsolicitedresumes/applications.

𝗪𝗼𝗿𝗸 𝗔𝘂𝘁𝗵𝗼𝗿𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

• Winner – Hotel Management Software | HotelTechAwards (2026)
• Overall 10 Best Places to Work | HotelTechAwards (2026)
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
• Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
• 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

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at [phone] or via email at [e-mail] . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

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