Deliver outstanding customer support via phone calls, chats, and emails;
Manage day-to-day guest communication and ensure a smooth guest experience;
Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
Process booking modifications, including extensions, date changes, and special requests promptly;
Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

Excellent English and French skills (C1 for both spoken and written)
At least 6 months of experience in a customer support role
Strong analytical thinking and research skills
Experience in travel industry/hospitality
Positive, proactive and responsible attitude
Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Flexible schedule
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your development and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

Customer Support Consultant, English, French

Key skills