Customer Service Specialist

Hirehangar

Cape Town +11 more

RemoteCareer-pivot friendly

Who this role is best for

Customer service professionals with hospitality experience and reliability in evening hours will find this remote role with global coverage opportunities.

Best fit for

Candidates with evening availability and experience in guest communications for vacation rentals
— “Covers the three days/week the current local team member is off, primarily evening hours Eastern”
Individuals who can handle high-pressure situations and manage guest expectations independently
— “Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job”
Professionals with a track record of maintaining clear documentation and communication handoffs
— “Log all interactions and maintenance requests for a clean handoff to the daytime team”

Things to consider

Weekend coverage is mandatory and non-negotiable, requiring flexibility in personal schedule
— “Schedule 40 hours/week, weekend coverage non-negotiable”
The role requires a video application, which may be a barrier for some candidates
— “you will be required to record a video. If you do not record a video, we will not be able to consider you”

How to stand out

Highlight experience with vacation rental platforms and problem-solving in high-pressure scenarios
— “Answer guest calls and resolve common questions using a detailed property knowledge base”
Emphasize your ability to manage guest expectations and maintain composure during late-night interactions
— “handling an upset guest at 11pm is part of the job”
Demonstrate familiarity with property management systems like Guesty or Hostaway
— “familiarity with Guesty, Hostaway, or similar PMS”

Pace · SteadyCollaboration · LowAutonomy · MediumDecision Impact · Individual

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Maintained guest satisfaction
Resolved after-hours maintenance issues

Typical background

Customer service experienceHospitality background

Skills & requirements

Required

Guest CommunicationsCustomer ServiceProblem-solvingKnowledge Base ManagementVendor Coordination

Preferred

Short-term Rental ExperiencePMS FamiliarityListing Optimization

Stack & domain

Guest CommunicationsCustomer ServiceHospitalityProperty Knowledge BaseCheck-in ProceduresAmenity InstructionsLocal InfoAfter-hours MaintenanceLocal Vendor CoordinationEscalationInteraction LoggingMaintenance Request LoggingProblem-solvingCommunicationReliabilityProactivityIndependenceAttention To DetailHotel Management

About the role

Original posting from Hirehangar via Ashby

Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Customer Service Specialist
Full-Time · Remote (U.S. Eastern Time Hours)
About the Role
In this role, you'll be the guest's point of contact during your assigned hours for a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. We provide guests with round-the-clock, 24-hour support, and this role covers the hours our local, on-site team is off — primarily evenings. It's a weekend-driven business that runs 365 days a year. Your ability to stay calm under pressure, solve problems independently, and coordinate with local vendors will be essential to keeping guests happy and the daytime team set up for a smooth handoff.
What You'll Do
Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours
Answer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local info
Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolved
Escalate to the owner or daytime team when needed, with a clear summary and steps already taken
Log all interactions and maintenance requests for a clean handoff to the daytime team
What You Bring
Prior guest communications, customer service, or hospitality experience
Excellent written and spoken English — guest interactions directly affect reviews and rebooking
Genuinely reliable during assigned hours — real availability, not approximate
Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job
Comfortable working from a knowledge base without constant escalation
Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experience
Schedule 40 hours/week, weekend coverage non-negotiable. Covers the three days/week the current local team member is off, primarily evening hours Eastern. Two consecutive days off per week, scheduled.
Please NOTE
It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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Source: Hirehangar careers (Ashby)