Hypercare Representative

What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. Location: Remote Working Shift: 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 options (all hours are listed in Philippine Standard Time - PHT/GMT+8): Wednesday – Monday: 6:00 AM – 3:00 PM PHT Friday – Tuesday: 6:00 AM – 3:00 PM PHT Saturday – Wednesday: 4:00 PM – 1:00 AM PHT Please note: Shift assignments will be discussed during the interview process based on business needs as well as your preference and flexibility. Final shift allocation will be confirmed prior to an offer. How You'll Make an Impact: 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. Leveraging your firsthand hospitality experience, you won't just close technical tickets—you will analyze live data flows, troubleshoot integrations, and design processes that eliminate live-environment friction so hoteliers can focus entirely on their guests. This is a role for a Caring Rebel who models Hospitality Before Efficiency. You will personalize every interaction, shield your clients from technical overwhelm, and care for their properties just as you would for a guest walking into a 5-star hotel—always going the extra mile to deliver an experience of Unreasonable Hospitality. Our Customer Onboarding Team: Our Onboarding team is where Hospitality Hearts meet Smart Solutions.