Customer Support

The Customer Support is responsible for championing the owner’s relationship with the assigned portfolio.

Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing, and guest experience teams to provide updated information and follow-ups.

Key Responsibilities:

1. Be an owner advocate.
2. Build relationships with property owners through active communications regarding their investment performance, regulatory, policy, and operational changes.
3. Ensure all communications related to assigned portfolio/market are responded to in a timely fashion:

• Phone calls: Answer within 3 phone rings or 2 minutes for any missed calls during business hours.
• Emails, Text, WhatsApp, WeChat: Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.
• Internal communications: Actively monitor Slack & Internal Emails to respond within:
• 2 minutes for urgent items
• 30 minutes for non-urgent items
• During the first hour of the next scheduled shift for non-urgent items communicated outside office hours.

OH&S:

1. Actively participate and contribute to the improvement of company procedures and processes.
2. Follow all procedures and guidelines and applicable laws and regulations.
3. Promote a professional and cooperative working environment based on mutual respect and trust.
4. Promote safe behavior in the workplace.

Qualifications:

1. Bachelor's degree in Hospitality, Business Administration, Marketing, Communications, or a related field.
2. Minimum of 1-2 years of experience in Hospitality in a team lead or supervisor capacity.
3. Excellent communication, interpersonal, and negotiation skills.
4. Strong problem-solving and analytical abilities.
5. Ability to prioritize and manage multiple tasks and projects simultaneously.
6. Proficiency in using project management tools and software.
7. Adept at building and maintaining strong relationships with clients and stakeholders.
8. Familiarity with financial reports and an understanding of profit and loss statements.
9. Comfortable working in a remote (work-from-home) environment with stable/high-speed & reliable Internet.

Soft Skills:

1. Demonstrated proficiency in verbal and written communication in English, enabling effective communication with property owners, company stakeholders, and team members.
2. Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.
3. Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.
4. Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.
5. This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.
6. Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches.

Hours: 8:00am-5:00pm EST (3:00pm-12:00am SA)