Hypercare Representative (LATAM)
Core
Post-launch support coach ensuring hoteliers successfully transition to a live PMS environment by resolving technical issues, analyzing data flows, and providing high-touch operational guidance.
Role type
Senior Customer Success/Implementation Specialist (Hospitality)
Builds
Stable live operations for hotel properties using Cloudbeds PMS platform
Domain
Hospitality Technology / Property Management Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
5-star hotel operations experience, B2B SaaS implementation, technical troubleshooting, root cause analysis, CRM management, cross-functional collaboration, high emotional intelligence, fast-paced multitasking
Preferred skills
Spanish, Portuguese, Thai, or Tagalog fluency, Project Management certification, Change Management certification
Technologies
Cloudbeds PMS, AI tools, CRM systems
Responsibilities
Execute post-launch safety net protocols to evaluate system health and client sentiment, troubleshoot live integrations and resolve technical blockers, manage high-priority support queues with strict SLAs, facilitate transition from technical configuration to long-term product utilization, maintain detailed account records and convert feedback into product insights
Seniority
Mid-Senior, hands-on IC