Hypercare Representative

About This Opportunity

We are representing a confidential hospitality technology organization seeking a Hypercare Representative to join their global remote team. This is a critical role supporting hoteliers during their most vulnerable moment: going live on a new platform.

Location: Remote - Portugal
Schedule: Weekend-inclusive shifts (Wednesday–Sunday 5:00 PM–1:00 AM WET OR Saturday–Wednesday 3:00 PM–11:00 PM WET). Shift preference will be discussed during interviews.

Responsibilities

In this role, you will act as a strategic operational partner during the post-launch window, ensuring clients feel supported and confident as their business transitions to a live environment. Your responsibilities include:

• Managing the critical post-go-live period with intensive interaction cadences to evaluate system health, assess team sentiment, and build product confidence during the first days live
• Responding to a high-priority support queue and hotline calls with strict turnaround times, providing real-time troubleshooting and guidance
• Investigating technical issues with curiosity and depth, collaborating with internal product specialists to resolve complex problems
• Leveraging AI tools and automation to handle repetitive tasks, freeing time for strategic, personalized client guidance
• Facilitating smooth transitions from intensive onboarding to long-term client success, empowering clients to become self-sufficient
• Maintaining detailed records of account activities and health metrics in the CRM system
• Jumping in to support the global team across time zones during high-capacity periods
• Converting live-environment customer feedback into actionable insights for cross-functional teams

What We're Looking For

Required qualifications:

• 3+ years of experience in 5-star hospitality 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 roles within the hospitality industry
• Exceptional technical aptitude and learning agility with the ability to rapidly master new systems and AI-powered tools
• High emotional intelligence and trust-building skills; ability to calm stressed clients during high-pressure launches
• Strong organizational skills and ability to balance scheduled follow-up calls with an active, immediate support queue
• Ability to synthesize complex feedback and communicate insights across Sales, Product, and Support teams

Preferred qualifications:

• Hospitality degree
• Multilingual skills (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 talent team will review your profile and conduct an initial screening to understand your background and fit for this position. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the employer directly—all communication regarding this opportunity should flow through our recruiting team to ensure a smooth, professional process.

Pay

Compensation details will be discussed with qualified candidates during the interview process.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome candidates of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, disability status, or other protected characteristics.