[Hiring] Customer Experience Specialist @Jetstream Hospitality Solutions Inc.

Role Description

We're hiring a Customer Experience Specialist to join our Guest Services North America team, supporting guests and property partners through fast-moving, high-volume live contact during the North American workday.

You'll make judgment calls across multiple live channels at once, rather than working through a slower, process-driven queue. Guests reach out for all kinds of reasons: they need help, have a question, or something has gone wrong. How you handle those moments - staying calm, helpful, and fair - is what defines this role.

This engagement covers North America hours within Jetstream's 24/7 global guest support model, coordinating with other regional coverage windows to ensure continuity for guests.

What You'll Do

• Handle a high volume of live guest and partner contact across phone, email, WhatsApp, live chat, and booking platform messaging, often across several channels at once.
• Confirm new bookings, process cancellations, and handle date or stay changes, keeping every system accurate as you go.
• Log and track guest complaints in our ticketing system, working each case from start to finish until it's fully resolved.
• Take ownership of guest complaints in the moment, gathering the facts quickly and deciding fair compensation within your authority.
• Work through real-time guest issues as they come in, thinking on your feet rather than following a fixed script, and knowing when to bring in support.
• Reconcile payments and follow up on outstanding balances, including cleaning up flagged disputes and chargebacks.
• Review guest screening results and act on anything flagged, following defined steps for approvals, escalations, and edge cases.
• Flag and escalate anything outside your authority clearly and fast, whether that's a compensation decision above your limit, a policy question, or a system problem.
• Hold your own during solo coverage windows, including evenings, weekends, and the occasional busy stretch, without letting things back up.

Qualifications

• 1–3 years of experience in customer service, guest services, a contact center, or another customer-facing role.
• Fluent Spanish and fluent or professional working proficiency in English, both spoken and written.
• Able to commit to an 8-hour availability window between 8:00 am and 7:00 pm.
• Genuine patience with guests who are having a hard day, without letting it wear you down or carry into your next case.
• Stamina to sustain quality and professionalism across a continuous flow of live calls, chats, and messages for a full shift.
• A forward-thinking problem solver who takes initiative rather than waiting to be told what to do.
• Comfortable making a real decision in the moment, weighing what's fair for the guest against what makes sense for the business.
• Working comfort with multiple software tools at once.
• Clear, calm written and verbal communication, especially when a guest or partner is upset.

Requirements

• A proven track record in a fast-paced, high-volume environment, such as a contact center, complaints line, guest services, or a live support queue.
• Hospitality, short-term rental, or OTA platform experience.
• Known for helping teammates succeed, sharing knowledge, and contributing positively to the team.
• Comfort with basic financial reconciliation: matching totals, spotting discrepancies, and understanding the difference between cost and margin.
• French language skills are considered an asset.

Benefits

• Fully remote flexibility.
• A global team helping shape guest experiences across leading travel and hospitality platforms.
• Hands-on experience with leading AI tools, with room to grow as the team scales.
• A collaborative, multilingual, and international team environment.

Compensation and Schedule

• Compensation range: $8 - $9 USD per hour, based on experience, language proficiency, and relevant customer service experience.
• Schedule: 40-hours a week, 8-hour shifts scheduled between 8:00 am and 7:00 pm, depending on business and seasonal needs.