Role Description Our client, a company that designs and manages scalable housing solutions across industries, is seeking a Customer Support / Virtual Guest Experience Specialist to support their growing hospitality portfolio. This role supports a collection of boutique hospitality properties and operates within a distributed, remote team environment. The ideal candidate will serve as the primary point of contact for guests, ensuring a seamless and professional experience throughout their stay. The primary function of this role is to manage all guest communication and support operations during the assigned shift, ensuring timely responses, issue resolution, and a high-quality guest experience. Key Responsibilities - Serve as the first point of contact for all guest inquiries via phone, text, and email - Answer and manage all inbound calls during the shift - Monitor and respond to messages in the shared guest inbox in real time - Handle check-in and check-out communications, including access instructions and last-minute requests - Coordinate with on-site staff for maintenance issues, arrivals, and guest needs - Prepare and review guest folios within Guesty - Track issues and tasks using Notion - Assist with housekeeping coordination and scheduling - Support daily and weekly reporting as needed - Escalate urgent issues clearly and promptly to the appropriate team members - Identify opportunities for process improvements as operations scale Qualifications - 2–5 years of experience in customer support, hospitality, or short-term rental environments - Strong background in guest communication and service delivery - Excellent written and verbal English communication skills - Comfortable handling high-volume inbound calls - Highly organized, reliable, and responsive throughout the full shift - Tech-savvy with the ability to quickly learn and navigate multiple tools - Strong sense of ownership and accountability for the guest experience Preferred Qualifications - Experience with short-term rental or hotel operations - Familiarity with tools such as Guesty, Slack, Notion, or similar platforms - Bilingual (English + Spanish strongly preferred) - Experience working in a remote, distributed team environment Benefits - Opportunity to work in a fast-paced, hospitality-driven environment - High-impact role with direct influence on guest satisfaction and experience - Exposure to property operations and short-term rental management - Growth potential as the company continues to scale Who This Role is Ideal For - Customer support professionals who thrive in real-time, guest-facing roles - Individuals with hospitality experience who understand urgency and service quality - Organized multitaskers who can manage multiple communication channels simultaneously - Professionals looking for a stable, full-time remote role with growth potential