Hypercare Representative – LATAM

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

📋 Description

• Advocate for the essential post-launch phase through proactive engagement rhythms, analyzing system performance, gauging team morale, and fostering product assurance.

• Utilize AI technologies and internal automation to streamline administrative tasks and address common technical inquiries.

• Oversee a high-priority ticketing system and manage incoming calls within established turnaround times.

• Address urgent unscheduled inquiries and assist global teams in resolving critical client obstacles across various time zones.

• Analyze technical or unclear issues, identify root causes, and collaborate with internal product experts.

• Guide the shift from technical setup to ongoing product use and transition clients to relationship managers.

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

• Transform real-time customer feedback into actionable recommendations for product teams.

⛳️ Requirements

• Candidates must be currently authorized to work in the location of the position without needing visa sponsorship.

• Outstanding technical skills and a strong ability to learn quickly.

• Proficient in utilizing modern AI tools.

• Demonstrated high emotional intelligence and skills in building trust.

• Excellent organizational abilities and a proactive approach.

• Capacity to manage dedicated customer follow-up calls alongside an active support queue.

• Ability to distill complex, real-time feedback and communicate 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 prominent hotel brand, OR a minimum of 3 years of relevant B2B SaaS experience in high-touch customer success, implementation, or technical support within the Hospitality Sector.

• A degree in Hospitality is preferred.

• Proficiency in Spanish, Portuguese, English, Thai, or Tagalog if not the native language.

• Project Management or Change Management certification is recommended.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor laws.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development courses available through Cloudbeds University.

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