Customer Experience

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the complete digital experience of guests through various stages: reservation confirmation, pre check-in, remote check-in, assistance during the stay, check-out, and post-stay NPS;

• Handle communications via Freshdesk (tickets) and WhatsApp Business within specified SLA;

• Execute remote check-in onboarding, including greetings, property access instructions, and a briefing on house rules;

• Initiate and monitor maintenance tickets in Fixflo until resolution, ensuring feedback is communicated back to the guest;

• Coordinate with the Finance team to manage the security deposit process;

• Supervise the smart lock system and address access issues remotely;

• Recognize recurring trends and report to management for process enhancements.

⛳️ Requirements

• Proficiency in English

• At least 1 year of experience in customer experience, guest support, or community management

• Capacity to manage multiple communication channels simultaneously (chat, email, tickets)

• Familiarity with digital tools such as Freshdesk, Zoho suite, WhatsApp Business, and Google Workspace

• Spanish language skills are a significant advantage.

🏝️ Benefits

• Comprehensive training and onboarding process

• Opportunities for professional growth and development

• Dynamic and supportive work environment