Hypercare Representative (LATAM)

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:

• 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:

1. Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue.
2. Project Management or Change Management certification.

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• 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)

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.

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