[Hiring] Customer Service Manager @Better Talent

Role Description

This is not a traditional guest-services job. As Halo's Customer Service Manager, your mandate is to lead our customer service team to maximize automation across guest communications and workflows while elevating the guest experience. You'll run Halo's internal AI agent platform and own our guest-facing AI agent, alongside tools like Claude.

You are the human who orchestrates the machines:

• Designing, training, and refining the automations that handle the bulk of guest communication.
• Owning the judgment calls, edge cases, and escalations that AI can't.
• Leading a lean, high-leverage team.
• Building the systems that keep guest information flowing smoothly at all times.
• Personally stepping in on the escalations that matter most.

The ideal person is part operator, part builder:

• Someone who lights up at the idea of teaching an AI agent to do something well, then measuring the result and pushing the automation rate higher.
• Thinking in systems and obsessing over response time, guest satisfaction, and protecting our 4.9+ review ratings.
• Preferring to build a workflow once rather than answer the same question a hundred times.

Qualifications

• 3+ years in guest services or customer support (STR/hospitality preferred), including at least 1 year leading a team.
• Genuine enthusiasm and aptitude for AI, with hands-on experience with (or a strong drive to master) Claude, ChatGPT, or comparable AI/automation tools.
• Building or operating automated workflows, chatbots, message automations, or AI agents is a major plus.
• Clearly spoken and written English is a must.
• Strong problem-solving and de-escalation skills.
• Experience with property management and guest-messaging software (we run on Hostaway), task tools, and Google Workspace.
• Highly organized, self-directed, and reliable working remotely, with strong, stable internet and a quiet workspace.
• Comfortable working U.S. Eastern hours.
• Guest OTA escalation experience is a plus. Conduit experience is a plus.

Requirements

• Own every guest conversation:
• Run guest communication across all channels and the full guest lifecycle (pre-booking inquiries, in-stay support, checkout, post-stay follow-up).
• Coordinate team coverage so response times stay fast.
• Build and tune the automation:
• Design, test, monitor, and continuously improve the AI-driven message flows, agent prompts, macros, and automations across Halo's AI stack and messaging platforms.
• Own the human-in-the-loop layer:
• Review AI outputs, catch misses, and intervene before a small miss becomes a bad stay.
• Handle escalations personally:
• Take guest escalations and complaints directly and protect our review scores.
• Lead the team:
• Staff, train, schedule, and develop the CS team (VAs and contractors).
• Set the QA standards they work to.
• Keep information flowing:
• Ensure guests, CS, housekeeping, property care, and operations always have what they need from each other.
• Maintain the knowledge that powers it all:
• Own the knowledge bases, SOPs, property info, and canned responses behind both AI and human agents.
• Turn recurring guest issues into automation and operational fixes.
• Measure and report:
• Track and report KPIs: average review rating (4.9+ across all listings, a primary success metric), automation rate, response time, resolution time, and guest satisfaction.
• Handle administrative work:
• Own recurring weekly and monthly administrative responsibilities, plus specific project-based tasks as assigned.

Benefits

• Base Salary: $1,400–$1,700 per month USD, based on experience and AI/automation aptitude.
• Bonus: Quarterly bonus tied to individual performance and company profit (eligible after 90 days).
• Benefits: 13th-month pay and paid time off (PTO), eligible after 90 days.
• Schedule: Full-time, Monday–Friday, 8:00 AM–5:00 PM U.S. Eastern Time. Nights and weekends are covered by other members of the customer service team.