Responsibilities
- Work a queue of guest and host conversations across chat, email, phone, and SMS, focused on the cases that were routed to a person for a reason.
- Resolve booking issues, mediate misunderstandings between hosts and guests, and process cancellations and adjustments accurately.
- Use our AI assist tools and knowledge base to draft and check responses; then edit for accuracy and tone. You're the one who decides what actually gets sent.
- Look for chances to surprise and delight someone, and take them.
- Flag recurring issues, confusing policies, and product friction to Specialists and leadership so they get fixed rather than re-answered.
- Hit response-time and quality targets while keeping careful, complete case notes.
- Show up for your team: standups, Slack etc… be a part of the culture that makes this a stellar place to work.
Requirements
- 1–2 years experience in customer service, hospitality, support, or something adjacent.
- Strong writing skills with real attention to detail.
- A sense of humor and genuine enthusiasm for helping people.
Nice to Have
- Bonus points if you have third party marketplace experience.
- Additional bonus points for any experience with Intercom.
Benefits
- 100% employee coverage of medical, dental and vision insurance
- Discount on all Peerspace bookings
- Laptop, high res display, and stipend to setup home office
- Monthly cell phone and internet credit
- Annual In person all company offsite and team-building events (in Peerspace locations, of course)
- Wellness Days observed company wide
Work Arrangement
Remote (Worldwide)
Additional Information
- Schedule - 4 week rotation: Monday - Friday; 8 hours/day (hours flexible depending on time zone)
- This role includes a rotating weekend shift. You'll work one weekend day (Saturday or Sunday) approximately once a month as part of a team rotation, with a corresponding weekday off to keep your schedule balanced.
- Peerspace is a remote first company with team members located in cities around the globe.
