Hypercare Representative (LATAM)

About This Opportunity

We are representing a fast-growing hospitality technology provider serving properties across multiple continents. Our client is seeking a Hypercare Representative to join their remote onboarding team supporting the LATAM region. This is a critical role focused on guiding new clients through their highest-stakes moment: going live on a new platform.

As a Hypercare Representative, you will serve as the immediate post-launch safety net for hoteliers transitioning to a new property management system. You will provide intensive, high-touch support during the first critical days after go-live, ensuring clients feel confident, protected, and fully supported as they begin operating in their new environment.

Location: Remote (LATAM)

Working Shifts: To support global clients across time zones, our talent team is hiring for multiple shift options including Thursday–Monday, Friday–Tuesday, and Wednesday–Sunday schedules. Specific shift details and your preferences will be discussed during the interview process.

Responsibilities

• Own the post-go-live experience by executing intensive interaction cadences to evaluate system health, assess client sentiment, and build product confidence during the critical first days after launch
• Manage a high-priority support queue and hotline with strict turnaround times, providing real-time troubleshooting and strategic operational guidance
• Investigate technical issues with a support-minded approach, diving into root causes, collaborating with internal product specialists, and converting complex errors into clear solutions
• Leverage automation and AI tools to handle repetitive technical questions, freeing time to focus on personalized, high-value client interactions
• Analyze live data flows, troubleshoot integrations, and design processes that eliminate friction during the live environment transition
• Facilitate smooth handoffs from intensive onboarding to long-term account management, ensuring clients become self-sufficient
• Maintain detailed records of account activities and health metrics in the CRM, capturing customer feedback and insights for product improvement
• Jump on urgent, unscheduled calls and collaborate across time zones to clear critical client blockers when capacity demands

What We're Looking For

Required Experience:

• 3+ years of five-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) within boutique or leading hotel brands, OR 3+ years in B2B SaaS customer success, implementation, or technical support within the hospitality industry
• Exceptional technical aptitude and rapid learning ability with new systems and platforms
• High emotional intelligence and proven trust-building skills; ability to calm stressed clients during high-pressure launches
• Strong organizational skills with ability to balance scheduled follow-up calls alongside active support queues
• Ability to synthesize complex live-environment feedback and share insights across cross-functional teams
• Comfortable adopting AI tools and automation to increase efficiency

Preferred Qualifications:

• Hospitality degree
• Multilingual capabilities (Spanish, Portuguese, English, Thai, or Tagalog)
• Project Management or Change Management certification

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we will submit your candidacy to our client for consideration and guide you through their interview process. Please do not contact the client directly—all communication and coordination will flow through our talent team to ensure the best experience for you.

Pay

Compensation details will be discussed with qualified candidates based on experience and location within the LATAM region.

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices. We welcome applicants of all backgrounds and work to ensure fair, equitable access to opportunities for every candidate we represent.