Customer Support Specialist – Freelance, Remote

About the Opportunity

Our client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate their operations across major booking channels like Airbnb, VRBO, and Booking.com. They provide an all-in-one solution featuring AI-powered guest communication, smart pricing, direct booking tools, and seamless integrations with smart home devices. Trusted by over 30,000 users worldwide, they're rapidly expanding their support team to maintain their reputation for reliability and exceptional customer care.

Why This Role Exists

As our client continues to scale their platform and serve thousands of property managers globally, they need a proactive, customer-focused Customer Support Specialist to ensure every user receives timely, accurate technical support. This role exists to be the frontline problem-solver who helps hosts troubleshoot product issues, resolve technical challenges, and maintain smooth operations across their rental businesses.

Responsibilities

• Customer Support via Live Chat: Respond to customer inquiries with professionalism and speed, provide technical troubleshooting for product features and integrations, handle phone and email support requests
• Technical Issue Resolution: Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity. Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
• Documentation & Escalation: Maintain detailed records of customer interactions in CRM/ticketing systems, document recurring issues and system bugs, escalate to appropriate internal teams
• Communication: Adjust communication style based on customer needs, maintain professional yet personable tone, collaborate proactively with team members