Hypercare Onboarding Coach – Remote (LATAM)

About the role

As a Hypercare Onboarding Coach you will join Cloudbeds' remote Hypercare team to support hotels during the critical moment they go live on the platform. You will act as a strategic partner, ensuring a smooth transition and high product confidence for new customers across LATAM.

Key responsibilities

• Monitor post‑go‑live environments, evaluate system health and guide clients through their first days live.
• Analyze live data flows, troubleshoot integrations and design processes that eliminate friction.
• Manage a high‑priority ticket queue and urgent hotlines, meeting strict SLA turnaround times.
• Investigate complex technical issues, collaborate with product specialists and turn errors into clear solutions.
• Document account activities and health metrics in the CRM to preserve context for future teams.

Required profile

• Minimum 3 years of experience in a 5‑star hospitality operational role (front desk, operations, revenue management) or equivalent B2B SaaS customer‑success/technical‑support experience.
• Strong emotional intelligence and ability to build trust with stressed hoteliers during high‑pressure launches.
• Excellent organizational skills to balance proactive client follow‑ups with an active support queue.
• Ability to synthesize live‑environment feedback and share insights with sales, product and support teams.