Rove

This role is fully remote. REPORTS TO: Central Operations Management ROLE OVERVIEW: We’re looking for a detail-oriented Central Operations Specialist with strong expertise in claims management, risk assessment, payments, and operational auditing to support our team with payment processing, trust & safety, and damage claims. You’ll help ensure accurate transactions, resolve disputes, and protect the business from fraud and guest-related issues. This is a remote position requiring excellent communication skills, comfort working independently, and confidence navigating property management and guest screening systems. Familiarity with platforms like Airbnb, Guesty, and Breezeway is strongly preferred. SCOPE OF WORK: Arrival Checks - - Review newly received bookings daily, research incoming guests, and add relevant context—including VIP status or guest history—to their profiles in Guesty or other relevant systems. - Confirm the guest has completed all pre-arrival requirements, including payment and verification process. - Review and ensure all pre-arrival requests (e.g., early check-in, special amenities, VIP amenities) have been acknowledged and fulfilled. - Verify that lock/access codes are active and accessible; ensure a backup code is available in case of lockout. - Proactively flag and escalate any last-minute operational issues that could affect the guest experience. - Coordinate closely with the operations and concierge teams to deliver a smooth and seamless check-in process. Trust and Safety (Dispute Resolution & Compliance) - - Assist in resolving payment disputes with guests, owners, or service providers. Ensure compliance with US financial regulations and internal policies. - Completes arrival checks, monitors Enso boarding pass completion, and escalates potential fraud and credit card disputes. - Assist with manual screening verification reviews as needed, escalating complex considerations to management. - Build out systematic procedures within the Trust & Safety realm to provide a prescriptive guide for others to handle as well. Breezeway Audit - - Audit inspection checklists and photo uploads for accuracy and completeness. - Ensure same-day departure and maintenance inspections are properly documented. - Identify inconsistencies, missing documentation, or operational risks. - Build systematic quality-control processes within Breezeway. Payment Processing - - Review and reconcile guest payments and refunds and audit cleaning vendor invoices. - Monitor payment statuses, follow up on pending transactions, and resolve discrepancies. - Coordinate with the accounting team to ensure accurate record-keeping. - Maintain accurate payment records for audit and reconciliation. Cleaning Inspections and Damage Claims Handling - - Review same-day, departure cleaning, and departure maintenance inspection tasks and photos, documenting all damages noted on each ticket and researching if damage is pre-existing to or was caused during a guest’s specific stay. - Process damage claims and maintain a detailed record of claims, status updates, and resolutions including itemizing damages to guests, managing their security deposits and invoicing, and filing insurance claims when needed. - Maintain accurate claim records for audit and reconciliation. QUALIFICATIONS: - Airbnb and general security deposit claims Management, Payment Processing, and Financial Reconciliation. - Proficiency in Guesty, Breezeway, Stripe, Truvi and Notion. - Previous experience with Trust and Safety (Dispute Resolution & Compliance) or relevant. - Experience with KYC guest screening review processes from systems such as Truvi/Superhog and/or Autohost, or similar guest screening software. - Flexibility and a willingness to take on expanded responsibilities as the role and business needs evolve. - Strong analytical skills with high attention to detail. - Ability to work independently in a fast-paced, remote environment. - Flexibility to take on expanded operational responsibilities as the company scales. Compensation: - WFH/Remote-first flexible company culture - A company with a great mission and vision, a dynamic and fast-paced work environment, and a team of smart, ambitious, and fun colleagues! - Independent contractor - $8 USD/hr Rove is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.

REMOTE This role is fully remote, we may have set a location because some job boards require it. Company Description: Rove is a rapidly growing marketplace for luxury property rentals. We are revolutionizing the luxury property rental market by creating a new standard of trust and ease for guests and home owners alike along with property management software to make renting out luxury homes easier than ever. Headquartered in New York, Rove provides exceptional, high-end guest experiences in thoughtfully designed spaces across New York City, The Hamptons, Aspen, and Florida and other top destinations across the US. We are venture funded and growing rapidly, led by a founding team with experience at Y Combinator, SpaceX, Snap, June Homes, Avant Stay, Kasa Living, Sonder, and more. Job Description: We are looking for an ambitious Sales Lead based remotely, to oversee: The Role As our Sales Lead, you'll work directly with the US-based NYC Sales Manager and Operations Manager on various projects including but not limited to: Reservations Management & Lead Qualification: - Engage with guests through calls, emails, and chats on partner platforms, effectively promoting the luxury Rove experience. - Qualify, manage, and progress a pipeline of potential guests. - Streamline routine tasks within the Sales team to optimize performance and focus on strategic tasks. - Assist the Concierge team with in-house guests. This includes reservation extensions, relocations, payment tracking and various admin tasks. - Implement Operations training and sales initiatives as we continue to scale. - Identify sales opportunities by qualifying inbound leads (suggest suitable options based on client requirements). - Support the Sales Manager with property owner relations and provide feedback on pricing & occupancy. - Work closely with the Listings team to ensure all information is accurate & up to date - Contribute to achieving monthly and quarterly revenue goals. - Rapidly iterate on feedback to enhance team, workflow, market occupancy, and revenue. Who You Are - Native equivalent fluency in business English will be essential for this role - Sales and/or Real Estate experience in short term rentals or hotels (U.S. based) - Ability to run proper exploratory/discovery calls, be an active listener, manage objections and negotiation - You’re bubbly and enjoy interacting with people! - Empathy and sales skills- ideally within Tech, Hotel or Real Estate sales - Excellent communication skills, both written and verbal - Strong organization skills - Proficiency in computer, web, and mobile phone apps - Customer-first mindset and closing mindset with a sense of urgency - Comfortable working in a fast-paced environment - Use and understand our CRM (HubSpot) - A coachable individual able to implement feedback - A highly consultative, active listener, with strong objection management and negotiation skills Bonus Points if... - Geographical awareness of New York City’s neighborhoods and transit time/options - Start-up experience - Experience working with tech products (like: HubSpot, Slack, OpenPhone, G-Suite, & Guesty) Compensation - This full-time position is a contractor role offering a competitive monthly salary. - Additional monthly commission based on performance to goal (revenue & occupancy) - Unlimited Paid-Time Off to be coordinated with your manager on a rolling basis. - This position will be 5-days a week from approximately Sunday - Thursday, 9am - 6pm EST. Must be receptive to infrequent off-hour requests.

Role Description As a FT Operations Concierge, you will have your hands in many different areas of the day-to-day operations of Rove. Your primary focus will be supporting in-market operations teams and being the first impression for our guests whether they are making a booking inquiry, arriving at one of our properties, or calling in hopes that we found a lost item from their stay. You will also have involvement with other general and administrative tasks such as data entry, listings management, and even some involvement with project management related to onboarding our new properties. You will be a foundational team member that will help define and codify guest and market-based operational support standards. You will report to the Director of Property Operations and also have regular opportunities to work closely with the executive leadership team. At Rove you will: - Assist in managing the day-to-day operational needs of our in-market service providers, coordinating ad-hoc service recoveries with guest and vendor availability - Review daily cleaning tasks performed by our service providers, ensuring photos submitted meet our brand and quality standards - Field inbound and outbound phone calls to our service providers, guests, and other prospective vendors - Handle omni-channel booking requests and inquiries - Aid our search for new vendors and service partners in new markets that we enter - Work closely with the Director of Property Operations to refine and codify our operational processes to scale our operations and enable a seamless onboarding experience for future Rovers - Be deeply involved with the listing of our new properties within our PMS and throughout other booking channels- maintaining and updating these listings over time - Be a master of navigating multiple tech systems and platforms that we work within, demonstrating a mastery in your efficiency and ability to quickly learn new concepts, systems and workflows Qualifications - 3+ years of experience in hospitality or STR (short-term rental) operations support or management - A knack for organization, time management, and managing multiple workstreams at once - Experience in a remote-based working environment, particularly for a US-based company is a plus - Strong Technology Skills - Including use of various online platforms (Google Suite, Notion, Breezeway, Slack, CRM, etc.) - Experience in customer relations preferred - An eye for the details to ensure no details, however minor, are overlooked - Strong analytical and problem solving skills and the ability to make data driven decisions - Creative thinking that challenges assumptions and wants to drive innovation - Experience providing input or creating SOPs to improve operational efficiencies Requirements - This role is a FT contractor position that will be paid at $8 USD/hr. Benefits - We are an equal opportunity employer and value diversity at Rove. - We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.