Act as the primary contact for guests, hosts, and partners, delivering timely and empathetic support via phone, email, and live chat. Handle a wide range of service incidents, including access failures, booking discrepancies, property condition concerns, and operational disruptions, ensuring each case is resolved efficiently and professionally.
What You'll Do
- Respond to inquiries and issues across multiple communication channels with clarity and composure
- Conduct outbound calls to collect critical details, update stakeholders, and move cases toward resolution
- Walk users through troubleshooting steps for account access, booking modifications, and payment processing
- Evaluate case urgency, apply appropriate prioritization, and escalate to technical or operational teams when needed
- Collaborate with maintenance, operations, and external partners to address complex or after-hours situations
- Document all interactions, actions taken, and outcomes with precision in internal systems
- Follow established procedures while exercising sound judgment for non-routine scenarios
- Share insights and suggestions to refine support workflows and improve the overall user experience
Requirements
- Fluency in both English and Spanish, with native or near-native proficiency in written Spanish
- 2–3 years of experience in customer service, technical support, or guest-facing operations
- Proven ability to support users in fast-moving, time-sensitive environments
- Familiarity with vacation rental platforms such as Airbnb, Booking.com, or property management systems
- Strong problem-solving skills and the ability to remain composed under pressure
- Clear communication style, capable of explaining technical solutions to non-technical users
- Experience working remotely in a technology-driven support environment
- Flexibility to adapt to varying shifts, including evenings and weekends, as operational needs arise
Preferred Qualifications
- Direct experience supporting users on Airbnb
Benefits
- Play a key role in shaping positive experiences for guests and hosts
- Work across both customer support and guest operations functions
- Join a collaborative, international team operating fully remotely
- Access opportunities for professional development and growth
- Receive competitive compensation and benefits
