[Hiring] Andora Host Support Specialist @Rove Travel

Role Description

Andora Host Support Specialist (Full-Time, Remote — Global)

Working hours / coverage:

• USA ET business hours (8am–5pm)
• Expected to include regular weekend coverage with consecutive off-days during the week

What you’ll do:

• Become the Andora product guru
• Develop expert-level knowledge of Andora’s features, workflows, settings, integrations, limitations, and best practices.
• Serve as the go-to subject matter expert for host questions and internal teams seeking guidance on how the platform works.
• Stay current on product releases and proactively translate new functionality into clear, practical guidance for hosts.
• Continuously test and explore the software from a host’s perspective to identify friction, gaps, and opportunities.
• Deliver responsive host support
• Own incoming Andora host support questions across designated channels, with a focus on timely, accurate, and friendly resolutions.
• Answer feature and workflow questions, troubleshoot issues, and guide hosts through the best way to use the platform.
• Reproduce and document suspected bugs, gather the necessary details, and escalate technical issues to the appropriate team.
• Maintain clear support records, follow through on open items, and keep hosts informed until resolution.
• Build and maintain reusable responses, help content, and internal documentation for common questions.
• Lead onboarding and education
• Host recurring onboarding webinars and live product-training sessions for new and existing Andora hosts.
• Guide hosts through initial setup, core workflows, and recommended best practices.
• Create and improve webinar materials, walkthroughs, FAQs, and other educational resources.
• Identify where hosts commonly get stuck and proactively improve onboarding and education to reduce friction.
• Manage deactivation requests
• Receive and process host deactivation requests accurately and with appropriate urgency.
• Understand and document the reason for each request, resolve preventable issues when possible, and coordinate any required next steps.
• Identify recurring deactivation themes and share actionable insights with product and company leadership.
• Represent the voice of the host
• Capture, organize, and synthesize product feedback from support conversations, onboarding sessions, and deactivation requests.
• Identify recurring feature requests, usability issues, and unmet host needs.
• Partner closely with the product team to provide context on impact, frequency, and urgency.
• Help influence Andora’s product roadmap by bringing structured host feedback and practical recommendations into feature-development discussions.
• Close the loop with hosts when feedback leads to improvements or new functionality.

What success looks like:

• Hosts receive fast, accurate, and helpful answers to their Andora questions.
• New hosts understand how to configure and use the platform after onboarding.
• Support issues and deactivation requests are documented and resolved consistently.
• The team has clear visibility into recurring host pain points and feature requests.
• Product decisions are informed by organized, evidence-based host feedback.
• You become widely recognized as the internal and external Andora guru.

Qualifications

• 1–3+ years in B2B SaaS sales, account management, customer success, or product support, ideally serving professional short-term rental hosts or property managers.
• Strong product intuition and the ability to quickly become a true Andora expert, understand host workflows, and translate customer needs into practical product feedback.
• Individual short-term rental hosting or property-management experience is a plus.
• Excellent spoken and written English, with the confidence to lead live webinars, manage B2B customer relationships, and explain technical concepts clearly.
• Patient, empathetic, commercially minded, and solutions-oriented when helping users with different levels of technical comfort.
• Highly organized, detail-oriented, and accountable for following issues through to resolution.
• Strong judgment in distinguishing product education, configuration issues, bugs, and feature requests.
• Comfortable identifying patterns in qualitative feedback and turning them into actionable product insights.

Requirements

• Preferred tools or experience: Guesty, Lodgify, Hostaway, other property management systems or channel managers, Airbnb, Vrbo, Stripe, Notion, Slack, Front, HubSpot, or comparable B2B SaaS and hospitality platforms.

Benefits

• Fixed annual salary: Competitive compensation based on experience, qualifications, and location.
• Bonus eligibility: Not initially commission/bonus-based; may become eligible for a performance-based bonus as scope and metrics are established.

Equal Opportunity

Rove is an equal opportunity employer and values diversity. We do not discriminate on the basis of protected characteristics.