Hypercare Representative – LATAM

🔥 37 minutes ago

💃 Latin America – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Representative

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Champion the critical post-launch window through intensive interaction cadences, evaluating system health, assessing team sentiment, and building product confidence • Use AI tools and internal automation to handle administrative work and repetitive technical questions • Manage a high-priority ticket queue and incoming hotlines within strict turnaround times • Handle urgent unscheduled calls and support global teams in clearing critical client blockers across time zones • Investigate technical or ambiguous problems, determine root causes, and collaborate with internal product specialists • Facilitate the transition from technical configuration to long-term product utilization and hand clients off to relationship managers • Maintain detailed CRM records of account activities and health metrics • Convert live-environment customer feedback into actionable insights for product teams

🎯 Requirements

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship • Exceptional technical aptitude and learning agility • Ability to leverage modern AI tools • Proven high emotional intelligence and trust-building skills • Strong organizational and proactive skills • Ability to balance dedicated customer follow-up calls with an active support queue • Ability to synthesize complex, live-environment feedback and share customer insights across Sales, Product, and Support teams • Over 3 years of 5-star hospitality experience in Front Desk, Operations, or Revenue Management within a boutique or leading hotel brand, OR at least 3 years of relevant B2B SaaS experience in high-touch customer success, implementation, or technical support within the Hospitality Industry • Hospitality degree preferred • Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue • Project Management or Change Management certification recommended

🏖️ Benefits

• 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

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