Hypercare Representative – LATAM

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Take ownership of the crucial post-launch phase by implementing intensive interaction schedules to assess system health, evaluate team sentiment, and enhance product confidence.

• Utilize AI technologies and internal automation to manage administrative tasks and address repetitive technical inquiries.

• Oversee a priority ticket queue and incoming hotlines while adhering to strict turnaround times.

• Manage urgent, unscheduled calls and assist in resolving critical client challenges across different time zones.

• Investigate technical or ambiguous issues, identify root causes, and collaborate with product experts.

• Assist in the transition from technical setup to ongoing product usage.

• Enable clients to achieve self-sufficiency and transition them to long-term relationship managers.

• Keep comprehensive CRM records of account activities and health metrics.

• Transform real-time customer feedback into actionable product insights.

• Deliver personalized, high-touch support to hotel clients during the go-live phase.

⛳️ Requirements

• Outstanding technical skills and a strong capacity for learning.

• Proficient in using contemporary AI tools.

• Demonstrated high emotional intelligence and ability to build trust.

• Excellent organizational skills and a proactive approach.

• Capability to balance dedicated customer follow-up calls with an active support queue.

• Ability to synthesize complex live-environment feedback and convey customer insights to Sales, Product, and Support teams.

• More than 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 industry experience in a high-touch customer success, implementation, or technical support role within the Hospitality Industry.

• Proficiency in Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue.

• Project Management or Change Management certification is recommended.

• A degree in Hospitality is preferred.

• Must be currently authorized to work in the location where the position is based without requiring visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on country of residency.

• Professional development courses available through Cloudbeds University.

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer.