Guest Support Agent

About us

The Hosting Helper is a North America-based short-term-rental management company. We manage a growing portfolio of vacation homes and provide 24/7 guest support. We're hiring a Day-Shift Support agent to handle guest communications and real-time problem-solving during peak hours.

About the role

You'll be the front line for our guests during the day. Most shifts are solo coverage — meaning you own the inbox, the phones, and the in-progress issues end-to-end until handoff. On Fridays we run two day-shift agents (Lead + Wing) to handle the weekly volume spike.

We have clear, well-documented SOPs for every common scenario (lockouts, AC outages, cleaning issues, refund requests, gate registrations, etc.) — you'll never be guessing.

Schedule

9 AM – 9 PM U.S. EST Tuesday-Friday

What you'll do

Monitor and respond to all guest communications across Conduit (unified inbox), Guesty, OTA inboxes (Airbnb, VRBO, ) and direct channels

Answer inbound calls and SMS through Conduit and handle urgent guest situations in real time

Run the pre-arrival checklist for every same-day check-in: cleaning verified, smart-lock code active, gate registration submitted, pool heat on, arrival message sent

Submit gate / HOA / community registrations (T-24h to T-6h before arrival)

Identify and act on issues immediately — contact vendors (maintenance, cleaning, pool, locksmith, landscape), coordinate access and timing, follow through to resolution

Manage in-stay cases: complaints, in-progress fixes, mid-stay check-ins for longer reservations

Handle lockouts, AC out, no hot water, cleaning issues, late check-out / early check-in requests, refund requests — all covered by SOPs

Document everything: log operational issues in Breezeway, post in Slack #ops-issues, write clean handoff notes for the night shift

Drive Conduit, Guesty and Gmail to inbox zero by end of shift

Tools you'll use daily

Conduit (unified messaging inbox), Guesty (PMS), Breezeway (tasks), Enso (smart-lock codes), Slack. Training provided — prior experience is a plus.

Must-have requirements

Fully bilingual English ↔ Spanish (professional level — most guests are English-speaking, vendors often Spanish-speaking

LATAM

1+ year of experience in guest support, customer service, hospitality, BPO, or call center

Excellent written communication in English — empathy, clarity, ownership; no minimizing of guest issues

Confident on the phone in English — you'll be answering inbound calls

Available for the 8 AM – 8 PM PT day shift, Friday-Monday

Reliable high-speed internet (wired preferred), quiet workspace, good headset, backup power/internet a plus

Calm under pressure — multiple urgent issues will stack on Friday afternoons

Nice to have

Prior vacation rental / Airbnb / VRBO support experience

Experience with Guesty, Breezeway, Conduit, Enso, Open Phone or similar

Familiarity with Slack channel-based workflows

Performance targets (after onboarding)

First response time under 10 minutes during your shift

Inbox zero at end of every shift (or properly snoozed with reason)

100% of operational issues logged in Breezeway within 1 hour of guest report

Pre-arrival checklist 100% complete by T-6h for every reservation

Clean, acknowledged handoff at every shift change

What we offer

Long-term, stable position with documented SOPs

Real decision authority within defined thresholds — you won't have to escalate every small thing

Paid handoff overlap (15 min at start + end of shift)

Growth path:
Friday Lead role, senior support, mentoring new hires

A team that updates SOPs based on real-world feedback

Salary: $1000 on a three-month probation, and then goes up to $1500 monthly

How to apply

Please answer briefly in your proposal:

Your guest support or customer service experience (and any vacation rental experience).

Your English level (1–10) — please include a short audio or video intro so we can hear your phone voice.

Your time zone and confirmation you can cover the 9 AM – 9 PM EST day shift.

One example of a difficult guest issue you handled and how you resolved it.

Suggested skills tags

Customer Support
· Customer Service
· Phone Support
· Email Support
· Live Chat
· Vacation Rental
· Airbnb
· VRBO
· Hospitality
· English
· Spanish
· Bilingual
· Guesty
· Breezeway
· Conduit