Hypercare Representative

What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. Location: Remote Working Shift: To best support our global hoteliers, our Hypercare Onboarding team operates across multiple time zones. We are currently looking for Coaches to fill the following shift option: Regular Working Hours: 8:00 AM – 5:00 PM (Portugal Time / Lisbon Time) Please note: Shift details will be discussed during the interview process based on business needs as well as your preference and flexibility. Final shift allocation will be confirmed prior to an offer. How You'll Make an Impact: As a Hypercare Onboarding Coach, you will step in at the most critical, high-stakes juncture of our clients' journey: the exact moment their business goes live on our platform. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when transitioning to their new live environment. This isn't a standard support queue; it's a high-touch, fast-paced launch zone where you act as a strategic operational partner. Leveraging your firsthand hospitality experience, you won't just close technical tickets—you will analyze live data flows, troubleshoot integrations, and design processes that eliminate live-environment friction so hoteliers can focus entirely on their guests. This is a role for a Caring Rebel who models Hospitality Before Efficiency. You will personalize every interaction, shield your clients from technical overwhelm, and care for their properties just as you would for a guest walking into a 5-star hotel—always going the extra mile to deliver an experience of Unreasonable Hospitality. Our Customer Onboarding Team: Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here. What You Bring to the Team: 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Recommended Skills to Stand Out: Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue. Project Management or Change Management certification. #LI-LT1 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) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays - enjoy an extra-long weekend every month 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 Everyone is Welcome - A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE