Cloudbeds - Hypercare Representative

• Own the Post-Go-Live Safety Net: You will champion the critical post-launch window, executing highly intensive interaction cadences to evaluate system health, assess team sentiment, and build deep product confidence during their first days live. • Own the Post-Go-Live Safety Net: • Standardize the Repeatable, Personalize the Meaningful: You'll eagerly adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption. • Standardize the Repeatable, Personalize the Meaningful: • Crush Tight SLAs with a Maverick Edge: You will manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time. As a true collaborator, you will jump on urgent, unscheduled calls or dive into the queue to help the global team clear critical client blockers across time zones when capacity demands it. • Crush Tight SLAs with a Maverick Edge: • Investigate with Curiosity: When a problem is deeply technical or ambiguous, you will dive in with a technical support-style mindset, investigating root causes, collaborating with internal product specialists, and turning complex errors into clean solutions. • Investigate with Curiosity: • Bridge the Gap to Long-Term Success: You will facilitate the crucial transition from intensive technical configuration into long-term product utilization, empowering clients to become entirely self-sufficient before successfully handing them off to long-term relationship managers. • Bridge the Gap to Long-Term Success: • Maintain Flawless Context: You'll embody the Caring Rebel mindset by keeping a clear, detailed record of account activities and health metrics in our CRM, ensuring no context is lost and converting live-environment customer feedback into actionable insights for our product teams. • Maintain Flawless Context: • What Sets You Up for Success: • Show Strong AI Smarts: Exceptional technical aptitude and learning agility. You pick up new systems rapidly, understand how to leverage modern AI tools to conquer daily volume, and thrive in an environment where technology and workflow routing models are constantly evolving. • Show Strong AI Smarts: • Demonstrate Your Hospitality Heart: Proven high emotional intelligence and trust-building skills. You are an Empathy Champion, capable of calming a stressed hotelier during a high-pressure launch, ensuring they feel fiercely protected and genuinely cared for. • Demonstrate Your Hospitality Heart: • Thrive in Fast-Paced Complexity: Strong organizational and proactive skills. You can gracefully balance a schedule of dedicated customer follow-up calls alongside an active, immediate support queue without losing your cool. • Thrive in Fast-Paced Complexity: • Cross-Functional Alignment: Ability to synthesize complex, live-environment feedback and share distinct customer insights across Sales, Product, and Support teams to drive overall client retention. • Cross-Functional Alignment: • Proven Industry Background: You bring over 3 years of 5-star hospitality experience in key operational roles (Front Desk, Operations, or Revenue Management) within a boutique or leading hotel brand, OR you possess at least 3 years of relevant B2B SaaS industry experience in a high-touch customer success, implementation, or technical support role within the Hospitality Industry. Hospitality degree preferred. • Proven Industry Background: • Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue. • Project Management or Change Management certification. • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, 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. • Learn more online at cloudbeds.com • Company Awards to Check Out! • Best All-In-One Hotel Management System | HotelTechAwards (2025) • Overall 10 Best Places to Work | HotelTechAwards (2025) • Most Loved Workplace® Certified (2024) • Top 10 People’s Choice(2024) • Deloitte Technology Fast 500 (2024)