Hypercare Representative (Hospitality)

TL;DR

Hypercare Representative (Hospitality): Managing the critical post-go-live transition for hotel clients to ensure system health and product adoption with an accent on strategic operational partnership and high-touch support. Focus on troubleshooting integrations, analyzing live data flows, and leveraging AI tools to eliminate environment friction.

Location: Remote (Must be based in Portugal and work Lisbon time 8:00 AM – 5:00 PM)

Company

hirify.global is a leading all-in-one hotel management platform powering properties across 150 countries.

What you will do

• Manage the critical post-launch window through intensive interaction cadences to evaluate system health and product confidence.
• Utilize AI tools and internal automation to resolve repetitive technical questions and reduce administrative drag.
• Handle a high-priority ticket queue and incoming hotlines with strict turnaround times (SLAs).
• Investigate root causes of complex technical errors and collaborate with product specialists to deliver clean solutions.
• Facilitate the transition from intensive technical configuration to long-term product utilization and self-sufficiency.
• Maintain detailed records of account activities and health metrics in the CRM.

Requirements

• 3+ years of 5-star hospitality experience in operational roles (Front Desk, Operations, or Revenue Management) OR 3+ years of B2B SaaS experience in customer success, implementation, or tech support within the hospitality industry.
• Strong technical aptitude and ability to learn new systems and AI tools rapidly.
• High emotional intelligence and proven trust-building skills to manage stressed clients during high-pressure launches.
• Ability to balance a schedule of dedicated follow-up calls alongside an active, immediate support queue.
• Strong organizational skills and ability to synthesize live-environment feedback for cross-functional teams.

Nice to have

• Knowledge of Spanish, Portuguese, Thai, or Tagalog.
• Project Management or Change Management certification.
• Hospitality degree.

Culture & Benefits

• Remote-first work environment.
• Monthly Wellness Fridays for extended weekends.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses via hirify.global University.