• Respond promptly and professionally to guest and landlord inquiries via email, chat, and phone — in both French and English. • Guide guests through the reservation, check-in, and check-out processes using our PMS tools. • Investigate and resolve issues quickly while maintaining a calm, empathetic, solution-focused approach. • Accurately document interactions, feedback, and resolutions to help improve service quality. • Work closely with Operations and Tech to identify recurring issues, propose improvements, and optimize the user experience. • Identify opportunities to enhance stays or strengthen long-term relationships with landlords and guests.

• Troubleshoot and respond to inquiries from our customers, primarily through chat but also over calls • Constantly increase your Mangomint product and industry knowledge so you can provide expert-level answers and support • Collaborate with different teams to identify and resolve technical issues reported by customers • Document and share frequent customer issues and solutions • Provide personalized solutions and preemptive follow-ups to ensure customer satisfaction and retention • Work Monday - Friday 9am-6pm Pacific Time (PT) or Mountain Time (MT)

• Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies • Communicate professionally and effectively with insureds, agents, and underwriting partners • Process and manage workers’ compensation policies, ensuring accuracy, completeness, and timely delivery • Maintain thorough and compliant documentation of all servicing activity • Ensure all servicing activities are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards • Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources

• Manage day-to-day conversations with clients directly on all post purchase processes, including scheduling of trips, feedback requests, and move out coordination. • Work with accounting to ensure payments are up to date in a timely manner. • Work with sales operations to ensure contracts are correct and addendums are sent in a timely manner. • Be the voice of the client- help guide them into making decisions that benefit them and Vesta alike, and route clients to the proper departments in a timely manner, while ensuring their issues are resolved. • Become an expert in our service selection to help customers pick their service best suited for their needs and schedule. • Communicate commonly asked questions, concerns, and customer feedback, which are used by the Customer Success team to drive product improvements. • Keep CRM and internal database up to date with detailed notes. • Understand capacity of our fleet by market, and schedule accordingly. • Keep to our 3 hour email response SLA - Coordinate projects and maintain client expectation by work.