Job Title: Head of Customer Support
Location: Remote
Job Type: Full-Time
About Us:
We are a fast-growing company specializing in short-term rental management on platforms such as Airbnb and
Booking.com. Our goal is to provide seamless guest experiences and top-tier customer service. We are seeking an organized, bilingual (English & Spanish) professional to lead our customer support team.
Job Description:
As the Head of Customer Support, you will oversee all aspects of guest communication, manage listings on popular rental platforms, and ensure the smooth operation of our support functions. You will lead a team responsible for maintaining high customer satisfaction while adhering to company policies. Your role will also involve reporting on team performance and delivering actionable insights.
Key Responsibilities:
Oversee and manage all guest communication through various platforms (Airbnb,
Booking.com, etc.).
Create and maintain listings on short-term rental platforms (Airbnb,
Booking.com, etc.).
Maintain and update social media pages (Facebook, Instagram, etc.) To engage with potential guests.
Update and maintain databases, including guest information, booking details, and contact lists.
Gather, structure, and analyze data for continuous process improvement.
Communicate with Airbnb Support and other platform customer service teams to resolve issues.
Process predefined guest refunds in line with company policy.
Deliver daily and weekly reports on customer support activities and team performance.
Train, mentor, and lead the customer support team to maintain high service levels.
Requirements:
Proven experience in customer support or a similar role, preferably in the hospitality or rental industry.
Excellent English and Spanish communication skills (both written and verbal).
Strong organizational and multitasking abilities.
Familiarity with platforms like Airbnb,
Booking.com, and Facebook.
Ability to manage a team and deliver performance-based reports.
Tech-savvy with the ability to learn new tools quickly.
What We Offer:
Competitive salary based on experience.
The ability to work remotely.
Opportunities for professional growth and development.
If you are passionate about customer service, enjoy working in a dynamic environment, and have a strong organizational mindset, we’d love to hear from you
We are a short-term rental management company with approximately 50 properties worldwide. Our portfolio requires attentive management to ensure a high-quality experience for our guests. Each property needs to be expertly managed across multiple platforms, and our team is responsible for maintaining these listings, ensuring guest satisfaction, and handling any issues that arise during the rental period.
Delivery term: Not specified