Role Description We’re looking for a Senior Guest Services Associate to join our international team. You’ll mostly likely work a 7pm–7am shift (local Thailand/Vietnam time), 3 days per week, providing guest services during U.S. daytime hours and back-office support when guest activity is quiet. Responsibilities - Guest Services (primarily at the start of each shift) - Provide fast, friendly support via chat, email, SMS, and phone - Troubleshoot check-in issues, payment problems, and apartment access - Flag suspicious activity such as risky bookings or declined payments - Respond to guest reviews and feedback in a professional tone - Escalate complex or urgent issues to management when needed - Data & Reporting - Pull daily occupancy, ADR, and revenue reports - Maintain rolling dashboards for 7-day and 30-day performance - Track guest satisfaction metrics (reviews, cancellations, refunds) - Compile competitor pricing snapshots - Adjust pricing in our pricing software - Vendor & Operations Support - Review cleaning checklists and photos to confirm apartments are guest-ready - Log and track maintenance issues in our systems - Monitor inventory of toiletries, linens, and supplies; reorder when needed - Track deliveries and reconcile vendor invoices - Maintain property setup checklists for new units and confirm vendor completion - Other Projects - Assist the General Manager and founders with ad hoc projects - Tools You'll Use - Mews (Property Management System) and ConduitAI (Messaging) - Breezeway (cleaning coordination) and Keycafe (key tracking) - Autohost (guest screening) and Pricelabs (pricing tool) - Google Drive, Gmail, QuickBooks, Airtable, Notion, ChatGPT - Booking platforms: Airbnb, Booking.com, Vrbo, Expedia, and Lodgeur's website Qualifications - 5+ years of professional experience in customer service, hospitality, or operations - Strong English communication skills (written and spoken) - Tech-savvy and quick to learn new tools - Organized, detail-oriented, and consistent with follow-through - Calm under pressure—even when dealing with upset guests - Reliable—your team can count on you to cover your shifts - Looking for a long-term role with a growing company Requirements - Experience with AI tools (nice to have but not required) - Spanish language skills (nice to have but not required) Benefits - Monthly Salary: $1,000 - 1,300 - Paid time off such as PTO, sick days, and vacation days - Health insurance - Life insurance - Location/Schedule: Remote, Thailand or Vietnam; 7pm–7am local time, 3 days per week

• Provide effective and comprehensive support to department head. • Proper phone etiquette, people and communication skill; provide general office support to all team members on an as needed basis and perform related duties as required. • Type documents to include correspondence, presentations, forms, reports, etc. • Schedule meetings and conference calls. • Organize international and domestic travel ranging from air and hotel reservations to passport and visa applications; handle situations where independent judgment is exercised, thereby relieving the Executive of extraneous matters. • Screen incoming calls and either assist caller when appropriate, forward calls that can be handled by others; maintain confidential files and honor the integrity of all information. • Manage and prioritize heavy volume of e-mails including archiving and retrieval. • Reconcile expenses and submit reimbursable items for processing. • Update and maintain Executive’s business associate contact details.

• Gestionar políticas a lo largo del ciclo de vida completo: cotizar, vincular, modificar, renovar • Procesar modificaciones, cancelaciones y actualizaciones de pólizas con precisión y eficiencia • Manejar renovaciones y remarketing para garantizar una cobertura y precios competitivos • Mantener registros precisos y actualizados dentro del sistema de gestión de agencias • Comunicación con clientes a través de teléfono, correo electrónico y mensajería • Explicar claramente las opciones de cobertura, términos de póliza y primas • Apoyar a los clientes con cambios de póliza y consultas de servicio • Realizar cotizaciones multiaseguradoras y comparaciones de cobertura • Trabajar directamente con las aseguradoras para vincular, modificar y renovar pólizas • Navegar por portales de aseguradoras y requisitos de suscripción de manera efectiva

Proactively anticipate conflicts, reschedule as needed, and ensure time is aligned to top priorities and company goals. Coordinate internal and external meetings across time zones, including recurring cadences....