About this role
Role Overview
- Manage the guest's entire digital journey across the following stages: reservation confirmation, pre check-in, remote check-in, support during the stay, check-out, and post-stay NPS;
- Respond to communications via Freshdesk (tickets) and WhatsApp Business within the defined SLA;
- Conduct remote check-in onboarding: welcome, property access, and briefing on house rules;
- Open and track maintenance tickets in Fixflo until resolution, closing the feedback loop with the guest;
- Manage the security deposit process in coordination with the Finance team;
- Monitor the smart lock system and resolve access issues remotely;
- Identify recurring patterns and report to supervision for process improvements.
Requirements
- Fluency in English
- Minimum 1 year of experience in customer experience, guest support, or community management
- Ability to manage multiple channels simultaneously (chat, email, tickets)
- Familiarity with digital tools: Freshdesk, Zoho suite, WhatsApp Business, Google Workspace
- Spanish is a strong plus.