Hypercare Representative (Hospitality SaaS)

TL;DR

Hypercare Representative (Hospitality SaaS): Managing the critical post-go-live phase for hospitality clients by ensuring system stability and product adoption with an accent on operational partnership and technical troubleshooting. Focus on reducing live-environment friction, leveraging AI tools for efficiency, and facilitating the transition to long-term success.

Location: Remote (Must be based in Latin America)

Company

hirify.global provides an all-in-one hotel management platform powering properties across 150 countries.

What you will do

• Lead the post-launch safety net by executing intensive interaction cadences to ensure system health and product confidence.
• Utilize AI tools and internal automation to resolve repetitive technical queries and focus on strategic guidance.
• Manage high-priority ticket queues and hotlines within strict SLAs to resolve critical client blockers.
• Investigate technical root causes and collaborate with product specialists to turn complex errors into solutions.
• Facilitate the transition from technical configuration to long-term product utilization and self-sufficiency.
• Document account activities and health metrics in CRM to provide actionable insights for product teams.

Requirements

• Must be based in Latin America.
• 3+ years of 5-star hospitality experience (Front Desk, Operations, or Revenue Management) OR 3+ years B2B SaaS experience in customer success/implementation within the hospitality industry.
• Strong technical aptitude and agility in learning new systems and leveraging AI tools.
• High emotional intelligence to manage stressed clients during high-pressure launches.
• Proven ability to balance dedicated follow-up calls with an active support queue.

Nice to have

• Proficiency in Spanish or Portuguese.
• Project Management or Change Management certification.

Culture & Benefits

• Remote-first work environment with a home office stipend.
• Monthly Wellness Fridays for extended weekends.
• Full paid parental leave and PTO according to local labor requirements.
• Professional development courses via hirify.global University.
• Inclusive culture celebrating diversity across 40+ countries.