**Experienced Customer Support Representative – AirBnB Management & Operations**

Are you passionate about delivering exceptional customer experiences and navigating the ever-evolving world of short-term rentals? Do you have a knack for problem-solving, a keen eye for detail, and a love for travel and hospitality? If so, we invite you to join our dynamic team at blithequark as a Full-Time Customer Support Representative. At blithequark, we're dedicated to providing top-notch support to our AirBnB clients, ensuring their properties shine and their guests have unforgettable experiences. As a key member of our team, you'll play a vital role in managing guest inquiries, resolving issues, and driving business growth. If you're a tech-savvy, customer-focused individual with a passion for the travel industry, we want to hear from you! **About blithequark** blithequark is a forward-thinking company that's revolutionizing the way short-term rentals are managed. Our team is comprised of innovative thinkers, passionate travelers, and dedicated professionals who share a common goal: to provide exceptional experiences for our clients and their guests. With a focus on technology, customer satisfaction, and continuous improvement, we're shaping the future of the hospitality industry. **Key Responsibilities** As a Full-Time Customer Support Representative at blithequark, you'll be responsible for: ### 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 to ensure 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, providing solutions and support when needed ### Listing Management * Update listing descriptions, photos, and amenities as needed to ensure accuracy and appeal * Optimize listing titles, descriptions, and photos for better performance and visibility * Monitor and adjust pricing strategies using tools like Hospitable Dynamic Pricing, Price Labs, and Beyond Pricing * Update calendar availability across multiple booking platforms to ensure seamless bookings * Ensure consistency of listings across AirBnB, VRBO, Booking.com, Furnished Finder, and other platforms ### Operations Coordination * Schedule and coordinate cleaning services between bookings to ensure timely and efficient turnover * Communicate with cleaners and maintenance staff for urgent tasks and ensure prompt resolution * Organize property maintenance and repairs as needed using tools like Monday * Track inventory of essential supplies and reorder when necessary to maintain a well-stocked property ### Guest Experience & Automation * Set up and manage automated messages using Hospitable or other tools to enhance the guest experience * Prepare welcome guides and house manuals for guests to ensure a smooth and enjoyable 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 to drive business growth * Research competitors to ensure competitive pricing and stay ahead of the market * Implement special promotions or discounts to increase bookings and drive revenue * Track KPIs like occupancy rates, average daily rate (ADR), and booking lead times to inform business decisions ### Customer Support & Reviews * Promptly respond to all reviews and guest feedback, addressing concerns and providing solutions * Address negative reviews in a professional manner, turning complaints into opportunities for growth * Request and encourage positive guest reviews to enhance our online reputation ### Administrative Tasks * Create and manage Slack for team communication to ensure seamless collaboration * Keep financial records of bookings, expenses, and payments to maintain accurate accounting * Track incoming payments and overdue balances to ensure timely payment * Prepare income and occupancy reports to inform business decisions * Manage insurance policies and relevant documentation to ensure compliance * Perform light bookkeeping in the free version of Waveapps * Create invoices in Zoho invoices * 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 * Manage social media posting on Instagram, TikTok, and YouTube * Manage email communication with guests, partners, and team members ### Marketing & Growth * Assist with social media marketing, including posting on Instagram and Facebook * Coordinate email marketing campaigns to past guests to drive repeat business * Manage partnerships with local businesses for cross-promotion and collaboration * Assist in creating direct booking channels and websites to increase revenue ### Special Projects * Help create new Airbnb listings by collecting property details and ensuring accuracy * Assist with onboarding new properties, ensuring all steps are completed and properties are ready for bookings * Conduct market research to identify potential new locations or properties for expansion * Help plan for expansion by researching property acquisition or rental opportunities ### Guest Support During Stay * Troubleshoot guest issues like internet or appliance problems by liaising with local support * Handle emergency calls or issues, coordinating appropriate on-site help to ensure guest satisfaction * Ensure guests have access to self-check-in and offer support if issues arise **Essential Qualifications** * 2+ years of experience in customer support, hospitality, or a related field * Strong communication and problem-solving skills, with a customer-focused mindset * Proficiency in using technology, including Google Suite, Microsoft Office, and social media platforms * Familiarity with AirBnB and short-term rental management software, such as Hospitable and Waveapps * Ability to work independently and as part of a team, with a strong attention to detail and organizational skills * Excellent time management and prioritization skills, with the ability to handle multiple tasks and deadlines * Strong analytical and problem-solving skills, with the ability to think critically and creatively **Preferred Qualifications** * Experience in the travel or hospitality industry, with a passion for delivering exceptional customer experiences * Familiarity with free Wave bookkeeping software and other accounting tools * Experience with social media marketing and email marketing campaigns * Knowledge of local markets and competition, with a keen eye for pricing and revenue optimization * Ability to speak multiple languages, with a strong understanding of cultural nuances and customer preferences **What We Offer** * Competitive hourly rate, with bonuses paid in addition to your hourly rate * Opportunity to work with a dynamic and innovative team, shaping the future of the hospitality industry * Comprehensive training and onboarding program to ensure your success * Flexible work arrangements, with the ability to work from home or in our office * Access to a range of tools and software, including Google Suite, Microsoft Office, and social media platforms * Opportunities for career growth and professional development, with a focus on customer support and hospitality * A fun and supportive work environment, with a passion for delivering exceptional customer experiences **How to Apply** If you're a motivated and customer-focused individual with a passion for the travel industry, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!