Remote Hypercare Onboarding Coach – Hospitality AI

Cloudbeds; Peru (IL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Remote First

PTO (Paid Time Off)

Monthly Wellness Fridays

Full Paid Parental Leave

Home office stipend

Cloudbeds University/Professional dev

Job summary

Cloudbeds is seeking a Hypercare Onboarding Coach for our fully remote Onboarding team. You will guide hotels through go-live, leveraging AI alongside hospitality expertise to deliver seamless live environment transitions.

You will analyze live data, troubleshoot integrations, and design processes to minimize friction, focusing on guest-centric service and rapid issue resolution across time zones.

Qualifications

• Over 3 years of 5-star hospitality experience in key operational roles.
• At least 3 years in relevant B2B SaaS customer success, implementation, or tech support in hospitality.
• Strong emotional intelligence and trust-building skills.

Responsibilities

• Own post-go-live safety net with intensive interaction cadences to monitor health and confidence.
• Standardize repeatable processes while personalizing guidance and leverage AI tools.
• Manage high-priority ticket queues and urgent calls across time zones.
• Investigate root causes with product teams to turn errors into clean solutions.
• Bridge the transition from technical configuration to long-term product utilization.
• Maintain flawless CRM context with detailed activity and health metrics.

Skills

Hospitality Experience

B2B SaaS Experience

Empathy / EI

Time-zone Collaboration

Education

Hospitality degree

Job description

Cloudbeds is seeking a Hypercare Onboarding Coach for our fully remote Onboarding team. You will guide hotels through go-live, leveraging AI alongside hospitality expertise to deliver seamless live environment transitions.

You will analyze live data, troubleshoot integrations, and design processes to minimize friction, focusing on guest-centric service and rapid issue resolution across time zones.