[Hiring] Customer Service Agent of Unreasonable Hospitality @Renjoy

Role Description

You're the voice of Renjoy. You own communication with guests from the moment they ask their first question, through their stay, all the way to the post-checkout follow-up. You'll work shifts somewhere in the 7 AM–11 PM Mountain Time window — no graveyards, no scripts, no robotic call flows.

This role is built for the hard moments. AI handles the easy stuff — the WiFi password, the early check-in question, the simple confirmations. You handle everything else:

• The guest who arrives at 11 PM to a broken AC with three crying kids.
• The owner whose property just got a 3-star review.
• The lockout in a snowstorm.
• The angry caller who needs to feel heard before they'll listen.

You'll use modern tools (Guesty, Slack, Trellis, AI-assisted messaging) to make things happen behind the scenes. When a guest texts at 9 PM about a hot tub that won't heat, you don't open a ticket and walk away — you solve it. You loop in maintenance. You write the guest back like a human. You follow up the next morning to make sure everything's good.

This role is the front line of the Renjoy brand. We need someone who takes that personally.

Qualifications

• Native or near-native English — written and spoken.
• 3+ years in customer service.
• Calm under pressure.
• A communicator.
• Decisive.
• Tech-comfortable.
• A builder.
• A rockstar setup: Reliable high-speed internet (50+ Mbps), modern computer, quality headset, quiet workspace.

Requirements

• Handle the hard guest conversations — phone, text, email — with calm, warmth, and ownership.
• Provide pre-stay clarity, in-stay solutions, and post-stay follow-up.
• De-escalate tense situations and turn them into 5-star recoveries.
• Set expectations proactively so problems don't happen in the first place.
• Coordinate with cleaners, maintenance, and vendors in Colorado to solve issues — fast.
• Make decisions in the moment.
• Close the loop. Every time.
• Spot recurring guest issues and flag them — or fix them yourself.
• Suggest guidebook updates, smarter automations, better processes.
• Communicate Cross-Functionally.

Benefits

• Real voice — shape how we deliver hospitality.
• Real autonomy — trusted to make calls.
• Real people — smart, kind teammates who move fast, fix things, and have each other's backs.
• Annual team trip to Colorado for top performers.
• Paid time off.
• Monthly pay of $1,200–$1,800 USD based on experience.

Company Description

Renjoy is redefining short-term rental hospitality, one exceptional stay at a time. We manage 200+ vacation rentals in Colorado, USA — and we're scaling to 750+ in the next two years. We don't just manage properties; we craft experiences.

• See Something, Do Something — Action beats intention.
• Do What You Say — Words are cheap. Follow-through builds trust.
• Make It Better — Good enough isn't.
• Own the Miss — Fess up fast. Fix it faster.
• Say the Hard Thing — Speak truth with care.