Hypercare Representative
Core
Post-launch support coach ensuring hoteliers successfully transition to a live PMS environment by resolving technical issues, managing high-priority tickets, and facilitating long-term product adoption.
Role type
Hypercare Onboarding Coach (Customer Success)
Builds
Cloudbeds unified PMS platform for independent properties and hotel groups
Domain
Hospitality Technology / SaaS
Deliverable
client delivery
Required skills
5-star hospitality operations experience, B2B SaaS implementation experience, high emotional intelligence, technical troubleshooting, CRM management, cross-functional collaboration
Preferred skills
Spanish, Portuguese, English, Thai, or Tagalog fluency, Project Management certification, Change Management certification
Technologies
Cloudbeds PMS, AI tools, CRM systems
Responsibilities
Execute intensive post-launch interaction cadences to evaluate system health, manage high-priority ticket queues with strict SLAs, investigate root causes of technical errors, facilitate transition to long-term product utilization, maintain detailed account records in CRM
Seniority
Mid-level, hands-on IC