Guest Experience & Escalations Specialist (Evening Shift)

Schedule: Full-Time · 5 Days/Week · Remote · UK Timezone (evening cover) Working Days: Fri, Sat, Sun, Mon, Tue · Days Off: wed + thurs Who We Are We are a fast-growing UK-based Short Let / Airbnb Management company. We're building a lean team of strong, self-sufficient people — the kind who hold the fort, make good calls, and don't need hand-holding. Most routine messaging is automated; the evening shift is where judgement matters most. Why This Role Exists This role owns the evening, when you'll often be the only person on shift. Your job is to resolve issues yourself — not pass them up. Strong evening cover reduces founder escalations, stops small problems becoming bad reviews overnight, and gives guests a calm, capable contact when something goes wrong out of hours. What You'll Be Doing (9-hour shift: 8 paid hours + 1 unpaid lunch) Guest Communication & Escalations Respond to guest messages via Airbnb, Booking.com, and Guesty Own evening escalations and complaints calmly and decisively — including on the phone Handle lockouts, access failures, and urgent check-in problems in real time Make sound calls on refunds, rebookings and goodwill within clear guidelines Resolve independently; escalate to a founder only when genuinely necessary Coordination & Handover Coordinate emergency/out-of-hours maintenance and cleaning via Turno and WhatsApp Keep owners informed on anything material Clean end-of-shift handover in ClickUp so nothing slips overnight Who You Are 3+ years in guest experience, customer service, hospitality or a contact centre — short-term rentals ideal Genuinely autonomous: you solve first, escalate last Excellent written and verbal English; confident and calm on the phone with an upset guest Know OTA policies (especially Airbnb) — reservations, refunds, disputes Highly reliable, with a solid backup for load-shedding / power / internet (you're often solo on shift) Tools You'll Use Guesty · SuiteOp · Turno · ClickUp · Google Sheets & Docs · WhatsApp What You'll Get Hourly Rate: From $6.50/hour, with room to increase for a strong escalations hire 8 paid hours per shift + 1 unpaid lunch hour Performance bonuses · annual bonus up to 10% based on KPIs 20 paid holiday days per year · career growth into a lead role How to Apply — submit all of the following: A short note on your experience handling escalations or upset customers on your own An internet speed test dated within the last 7 days, plus your backup plan for load-shedding / power / internet — essential for this solo evening seat A 1-minute video introduction Answer in writing: "A guest calls at 11pm, locked out because the door code isn't working, and they're stressed and angry. Talk me through exactly what you'd say and do." Two professional references (name, relationship, email, phone) Incomplete applications will not be considered.