**Experienced Full Stack Customer Support Representative – AirBnB Property Management & Operations**

Are you a tech-savvy, customer-focused individual with a passion for travel and hospitality? Do you have a knack for communication, problem-solving, and multitasking? If so, we invite you to join our dynamic team at blithequark as a Full Stack Customer Support Representative. In this exciting role, you will be the face of our company, providing exceptional support to our AirBnB clients and ensuring their experiences are nothing short of extraordinary. **About blithequark** At blithequark, we pride ourselves on being a forward-thinking company that combines innovative technology with a customer-centric approach. Our team is dedicated to delivering top-notch support and services to our clients, helping them succeed in the ever-evolving world of short-term rentals. If you're looking for a challenging and rewarding career opportunity, where you can grow and develop your skills, we encourage you to apply. **Responsibilities** As a Full Stack Customer Support Representative, you will be responsible for a wide range of tasks, including: ### Guest Management & Communication * Respond to guest inquiries and messages promptly, ensuring timely and effective communication. * Handle guest bookings, questions, and special requests with a smile. * Send pre-arrival, check-in, and check-out instructions automatically, setting the tone for a seamless guest experience. * Handle guest reviews and respond to feedback in a professional and courteous manner. * Manage any guest issues or complaints during their stay, resolving them efficiently and effectively. ### Listing Management * Update listing descriptions, photos, and amenities as needed, ensuring accuracy and consistency. * Optimize listing titles, descriptions, and photos for better performance, driving more bookings and revenue. * Monitor and adjust pricing strategies using tools like Hospitable Dynamic Pricing, Price Labs, and Beyond Pricing. * Update calendar availability across multiple booking platforms, ensuring seamless integration and minimizing errors. * Ensure consistency of listings across AirBnB, VRBO, Booking.com, Furnished Finder, and other platforms. ### Operations Coordination * Schedule and coordinate cleaning services between bookings, ensuring timely and efficient service. * Communicate with cleaners and maintenance staff for urgent tasks, resolving issues promptly. * Organize property maintenance and repairs as needed using tools like Monday, ensuring prompt and effective resolution. * Track inventory of essential supplies and reorder when necessary, maintaining a well-stocked and organized inventory. ### Guest Experience & Automation * Set up and manage automated messages using Hospitable or other tools, streamlining communication and enhancing the guest experience. * Prepare welcome guides and house manuals for guests, providing valuable information and setting the tone for a memorable stay. * Assist with creating personalized recommendations for local attractions and dining using Google Maps and ScribeHow.com. * Coordinate any concierge services for guests, such as airport pickups and reservations. ### Booking Optimization * Monitor booking performance and suggest improvements, driving revenue growth and increasing occupancy rates. * Research competitors to ensure competitive pricing, staying ahead of the curve. * Implement special promotions or discounts to increase bookings, driving revenue and growth. * Track KPIs like occupancy rates, average daily rate (ADR), and booking lead times, providing valuable insights and data-driven decisions. ### Customer Support & Reviews * Promptly respond to all reviews and guest feedback, ensuring timely and effective communication. * Address negative reviews in a professional manner, resolving issues and turning complaints into opportunities. * Request and encourage positive guest reviews, driving reputation and growth. ### Administrative Tasks * Create and manage Slack for team communication, ensuring seamless collaboration and communication. * Keep financial records of bookings, expenses, and payments, maintaining accurate and up-to-date records. * Track incoming payments and overdue balances, ensuring timely and effective payment processing. * Prepare income and occupancy reports, providing valuable insights and data-driven decisions. * Manage insurance policies and relevant documentation, ensuring compliance and minimizing risk. * Perform light bookkeeping in the free version of Waveapps, maintaining accurate and up-to-date financial records. * Create invoices in Zoho invoices, streamlining payment processing and reducing errors. * Utilize a range of tools, including Slack, Monday, ClickUp, Trello, Notion, ChatGPT, Google Sheets, Google Docs, PriceLabs, Hospitable, Gmail, Canva, Excel, Word, and Go High Level, to streamline tasks and enhance productivity. * Manage social media posting on Instagram, TikTok, and YouTube, driving engagement and growth. * Manage email management, ensuring timely and effective communication. ### Marketing & Growth * Assist with social media marketing, including posting on Instagram and Facebook, driving engagement and growth. * Coordinate email marketing campaigns to past guests, driving retention and revenue growth. * Manage partnerships with local businesses, such as cafes and tours, for cross-promotion and growth. * Assist in creating direct booking channels and websites, driving revenue and growth. ### Special Projects * Help create new Airbnb listings by collecting property details, ensuring accuracy and consistency. * Assist with onboarding new properties, ensuring all steps are completed and minimizing errors. * Conduct market research to identify potential new locations or properties, driving growth and expansion. * Help plan for expansion by researching property acquisition or rental opportunities, driving growth and revenue. ### Guest Support During Stay * Troubleshoot guest issues like internet or appliance problems, liaising with local support to resolve issues promptly. * Handle emergency calls or issues, coordinating appropriate on-site help and ensuring guest safety. * Ensure guests have access to self-check-in and offer support if issues arise, providing a seamless and memorable experience. **What We Offer** * Competitive hourly rate, with bonuses paid in addition to your hourly rate. * Opportunities for career growth and development, with a focus on training and professional development. * A dynamic and supportive team environment, with a focus on collaboration and communication. * A range of benefits, including health insurance, paid time off, and professional development opportunities. * The chance to work with a forward-thinking company that combines innovative technology with a customer-centric approach. **Requirements** * Strong communication and problem-solving skills, with a customer-focused mindset. * Knowledge of the AirBnB platform and short-term rentals industry. * Familiarity with free Wave bookkeeping software, with experience in light bookkeeping. * Ability to multitask and prioritize tasks, with a focus on efficiency and productivity. * Strong analytical and problem-solving skills, with a focus on data-driven decision-making. * Ability to work in a fast-paced environment, with a focus on adaptability and flexibility. * Strong communication and interpersonal skills, with a focus on teamwork and collaboration. **Preferred Qualifications** * Experience in customer support or a related field, with a focus on short-term rentals or hospitality. * Knowledge of marketing and social media, with a focus on driving engagement and growth. * Experience with tools like Hospitable, PriceLabs, and Beyond Pricing, with a focus on pricing strategy and optimization. * Familiarity with Google Maps and ScribeHow.com, with a focus on creating personalized recommendations for local attractions and dining. * Experience with email marketing and social media marketing, with a focus on driving engagement and growth. **How to Apply** If you're a motivated and customer-focused individual with a passion for travel and hospitality, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply to this job Apply for this job