[Hiring] Customer Support - Short-Term Rentals (Airbnb/VRBO) @Paired

Role Description

Nomad Equity is a fast-growing short-term rental management company specializing in managing Airbnb and VRBO properties. We are seeking a highly responsive and detail-oriented Guest Communications Specialist to join our remote team. This role is critical to delivering a 5-star guest experience. As the first point of contact for guests, you will manage communication across our properties, ensuring fast responses, smooth check-ins, and professional problem resolution. The ideal candidate is hospitality-minded, organized, and thrives in a fast-paced environment where responsiveness and clear communication are essential.

Key Responsibilities

• Respond to guest messages across Airbnb, VRBO, and other platforms within 5 minutes
• Provide clear check-in instructions and assist guests with pre-arrival questions
• Professionally handle guest concerns, complaints, and problem resolution
• Coordinate and escalate maintenance issues to the operations team when needed
• Respond to guest reviews when required
• Maintain friendly, professional, and helpful communication with guests at all times
• Ensure every guest interaction reflects a premium hospitality experience

Qualifications

• Exceptional written English (non-negotiable)
• Strong customer service mindset with calm and effective problem-solving skills
• Experience with Airbnb, VRBO, or other short-term rental platforms preferred
• Ability to work PST (California time zone) hours
• Reliable high-speed internet connection
• Ability to multitask and stay organized in a fast-paced environment
• Comfortable using messaging platforms and managing multiple conversations simultaneously

Ideal Candidate

• Hospitality-minded and proactive
• Extremely responsive and detail-oriented
• Comfortable handling urgent or sensitive situations
• Takes ownership of tasks and communicates clearly
• Committed to delivering an exceptional guest experience

Salary and Work Environment

• USD Salary
• Ability to work remotely