Employment Type: Full-Time

Schedule: Night & Weekend Shifts + Weekday Availability Required (Flexible)

Location: Remote (Philippines)

About the Role

We’re looking for Remote Customer Service Support to support guest communications for our short-term rentals across platforms like Airbnb, VRBO, Booking.com, and Expedia.

You’ll handle inquiries and issues throughout the guest journey—before, during, and after their stay—while collaborating with our property managers and internal teams via Slack, WhatsApp, and our CRM.

If you're detail-oriented, fluent in English, and comfortable working night and weekend shifts, we’d love to hear from you!

Key Responsibilities

• Respond promptly and professionally to guest inquiries via OTA messaging platforms, email, and internal tools.
• Provide answers to FAQs and property-specific questions using internal documentation and blueprints.
• Follow brand tone, SOPs, and service guidelines.
• Collaborate with on-site property managers through WhatsApp channels for issue resolution.
• Use Slack to communicate with internal teams and escalate concerns.
• Manage multiple threads and tickets with attention to detail.
• Log guest issues and resolutions in the CRM system.
• Report recurring guest issues or gaps in documentation to help improve internal processes.

Tools You’ll Use

• OTA Messaging Platforms (Airbnb, VRBO, Booking.com, Expedia)
• WhatsApp & Slack (for internal and team communication)
• AI-powered FAQ tools within CRM
• Google Docs/Drive for SOPs and property info
• In-house CRM or ticketing system

• Location: Must be based in the Philippines with a stable internet connection (backup power preferred)
• Language: Excellent written and spoken English with a professional, friendly tone
• Experience:
• Previous call center, hospitality, or guest services experience preferred
• Familiarity with platforms such as Airbnb, Booking.com, and Expedia is a strong advantage
• Tools Proficiency:
• Comfortable using Slack, WhatsApp, Google Workspace, and OTA platforms
• Quick to learn and adapt to new systems
• Availability: Willing to work night and weekend shifts on a rotating schedule

Preferred Qualifications

• Experience supporting remote teams or working in asynchronous environments
• Strong multitasking and time management skills
• High customer empathy, problem-solving ability, and excellent written communication skills