Customer Support Specialist

About the Role

We are looking for a proactive and customer-focused Customer Support Specialist with hands-on experience in Short-Term Rental (STR) operations . The ideal candidate will manage guest communications, resolve issues quickly, coordinate with field teams, and ensure an exceptional guest experience across platforms such as Airbnb, Vrbo, and Booking.com.

Key Responsibilities

• Handle guest inquiries, complaints, and requests across STR platforms (Airbnb, Vrbo, Booking.com, etc.).
• Manage reservations, booking modifications, cancellations, and payment-related queries.
• Coordinate with housekeeping, maintenance, and on-ground teams to resolve issues promptly.
• Monitor upcoming check-ins, check-outs, and ensure smooth guest transitions.
• Respond to guest messages within platform response-time requirements.
• Handle escalations professionally and provide timely solutions.
• Update and maintain property information, listings, pricing, and availability (as needed).
• Prepare daily reports and communicate operational updates to management.
• Ensure compliance with company policies and platform standards.

Requirements

• Mandatory: Proven experience in the Short-Term Rental (STR) industry (Airbnb, Vrbo, Booking.com, or similar platforms).
• 1–3 years of experience in customer support, guest relations, or property management.
• Strong written and verbal communication skills.
• Familiarity with STR tools/software such as Guesty, Hostaway, Hospitable, Lodgify, or similar (preferred).
• Problem-solving mindset with a customer-first approach.
• Comfortable working in a fast-paced, time-sensitive environment.

Work Hours: US Time Zone

Location: Johar Town, Lahore (On-Site)

Employment Type: Full-time