[Hiring] Hypercare Onboarding Coach @Cloudbeds

Role Description

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.

• Own the Post-Go-Live Safety Net: 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: Adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly.
• Crush Tight SLAs with a Maverick Edge: Manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time.
• Investigate with Curiosity: Dive in with a technical support-style mindset, investigating root causes and collaborating with internal product specialists.
• Bridge the Gap to Long-Term Success: Facilitate the transition from intensive technical configuration into long-term product utilization.
• Maintain Flawless Context: Keep a clear, detailed record of account activities and health metrics in our CRM.

Qualifications

• Exceptional technical aptitude and learning agility.
• Proven high emotional intelligence and trust-building skills.
• Strong organizational and proactive skills.
• Ability to synthesize complex, live-environment feedback.
• Over 3 years of 5-star hospitality experience or relevant B2B SaaS industry experience.

Requirements

• Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue.
• Project Management or Change Management certification.
• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship.

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• 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.