Role Description As a GuestCare Specialist, you'll become an extension of our customers' teams, supporting guests throughout their stay and helping resolve everything from simple questions to urgent situations. This isn't a scripted customer service role. We're looking for people who enjoy taking ownership, thinking critically and delivering outstanding hospitality through every interaction. - Support guests via phone, email and live chat throughout their stay. - Assist with check-ins, check-outs and general booking enquiries. - Resolve guest issues quickly while delivering a high standard of customer service. - Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues. - Assess the urgency of each situation and prioritise accordingly. - Make outbound calls to guests, property managers and contractors when required. - Accurately document all interactions and actions taken. - Escalate issues where appropriate while maintaining ownership of the guest experience. - Follow customer-specific procedures and brand guidelines. - Contribute ideas to improve GuestCare processes and service quality. Qualifications - Fluent English (spoken and written). - Fluent in at least one of the following: Spanish, French. - Additional languages are a strong advantage. - At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role. - Comfortable handling customer conversations over the phone. - Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential. Requirements - Excellent communication and interpersonal skills. - A naturally empathetic and customer-focused approach. - Strong problem-solving and decision-making ability. - Calm and confident under pressure. - Excellent organisational skills and attention to detail. - Comfortable working independently in a fully remote environment. - Flexible to work a rotating shift pattern, including evenings, weekends and public holidays. Benefits - Fully remote working. - 45-hour working week on a rotating shift pattern. - Comprehensive onboarding and ongoing development. - The opportunity to work with leading short-term rental operators across multiple countries. - A supportive, collaborative international team. - Clear opportunities for career progression as GuestCare continues to grow. - Competitive salary based on your experience and location, with the opportunity to help shape and build a new team and product from the ground up.