Hypercare Representative

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:

• Thursday – Monday: 4:00 PM – 1:00 AM EST
• Friday – Tuesday: 10:00 AM – 7:00 PM EST
• Wednesday – Sunday: 5:00 AM – 2:00 PM EST

Please note: Shift details 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. We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺:

• Own the Post-Go-Live Safety Net:

You will 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:

You'll eagerly adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption.

• Crush Tight SLAs with a Maverick Edge:

You will manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time. As a true collaborator, you will jump on urgent, unscheduled calls or dive into the queue to help the global team clear critical client blockers across time zones when capacity demands it.

• Investigate with Curiosity:

When a problem is deeply technical or ambiguous, you will dive in with a technical support-style mindset, investigating root causes, collaborating with internal product specialists, and turning complex errors into clean solutions.

• Bridge the Gap to Long-Term Success:

You will facilitate the crucial transition from intensive technical configuration into long-term product utilization, empowering clients to become entirely self-sufficient before successfully handing them off to long-term relationship managers.

• Maintain Flawless Context:

You'll embody the Caring Rebel mindset by keeping a clear, detailed record of account activities and health metrics in our CRM, ensuring no context is lost and converting live-environment customer feedback into actionable insights for our product teams.

𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀:

• 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:

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