You will get Airbnb & Vrbo guest support and vacation rental management
Project details
My goal is not just to answer messages but to create a smooth experience for guests while reducing the workload for hosts and property managers. I understand that every interaction impacts reviews, occupancy rates, repeat bookings, and your brand's reputation.
By staying organized, communicating professionally, and resolving issues proactively, I help businesses deliver consistent five-star experiences while improving operational efficiency.
By staying organized, communicating professionally, and resolving issues proactively, I help businesses deliver consistent five-star experiences while improving operational efficiency.
Purpose
BusinessIndustry
Business Services & Consulting, Real Estate, Travel & TourismLanguage
EnglishWhat's included
| Service Tiers |
Starter
$10
|
Standard
$50
|
Advanced
$100
|
|---|---|---|---|
| Delivery Time | 1 day | 2 days | 3 days |
Number of Hours of Work | 2 | 5 | 10 |
Scriptwriting | - | - | - |
Summary Report | |||
Social Media Replies | - | - | - |
Email Support | |||
Live Chat Support |
Optional add-ons
You can add these on the next page.
Additional Hour of Work
+$8
Social Media Replies
(+ 1 Day)
+$10Frequently asked questions
11 reviews
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JZ
Julius Z.
Jan 27, 2025
E-commerce Customer Support specialist
JM
Jen M.
May 12, 2023
Property Listing Management on Online Travel Agents - Dedicated Agent
Moon Morton was a wonderful addition to our team. He was extremely loyal, worked exceptionally hard and always did a great job completing tasks on time.
BI
Brett I.
Jun 28, 2017
Customer Support
excellent work!
MM
Moon M.
Jun 4, 2015
Photo Moderation for Chat Website
Moon was an absolute pleasure to work with. Highly talented and responsive, you'll be lucky to have him assist your team!
MM
Moon M.
May 1, 2015
Simple Voice Recording-Pakistani people required
About Moon
Shopify Customer Support | Customer Success | Gorgias | Zendesk
100%
Job Success
Lahore, Pakistan - 5:34 am local time
With 15+ years of customer service and operations experience, I've helped businesses improve customer satisfaction, streamline daily operations, resolve complex customer issues, and build long-term customer relationships. I specialize in Shopify Customer Support, Customer Success, Gorgias, Zendesk, Order Management, Virtual Assistance, and Property Management, ensuring every customer interaction reflects your brand professionally.
Proven Results:
✔ Top Rated Upwork Freelancer
✔ 100% Job Success Score
✔ 18,700+ Upwork Hours
✔ Managed 200+ Holiday Rental Properties Across Australia
✔ Supported Thousands of Customers Worldwide
✔ Long-Term Client Relationships Lasting Up to 10 Years
✔ Trusted by eCommerce, SaaS, Hospitality & Service-Based Businesses
Over the years, I've worked with businesses of all sizes—from growing startups to established international brands—including Bioma (Kilo Health), Milkin Plants, A Perfect Stay, Meetflowze, Hobbycraft, Pro Safety Supplies, and several Shopify-based eCommerce businesses.
Customer Support & eCommerce:
I specialize in providing professional, friendly, and solution-focused customer support while protecting your business from unnecessary refunds, chargebacks, and disputes.
Areas of Expertise:
• Email & Live Chat Support
• Shopify Administration
• Order Processing & Order Management
• Order Tracking & Shipment Monitoring
• Refunds, Returns & Exchanges
• Product Troubleshooting
• Subscription Management
• Chargeback & PayPal Dispute Prevention
• Courier Claims & Shipping Delays
• Inventory & Product Updates
• Supplier Coordination
• CRM Management
• Administrative Operations
• Customer Retention & Customer Success
• Administrative & Back Office Support
Whether it's responding to customers, tracking delayed orders, coordinating with suppliers, or resolving complex issues, I always focus on finding the best outcome for both the customer and the business.
Vacation Rental & Property Management:
I also have extensive experience managing 200+ holiday rental properties across Australia while working with A Perfect Stay.
Responsibilities included:
• Managing guest communication before, during, and after each stay
• Airbnb, Vrbo, Booking, Expedia, Agoda, and other OTA messaging
• Updating property rates, pricing, descriptions, photos, and availability
• Managing calendars through channel management platforms
• Reservation modifications and guest screening
• Check-ins & Check-outs
• Coordinating housekeepers, maintenance teams, and property managers
• Handling cancellations, refunds, owner communication, and guest issues
Successfully managed the day-to-day operations of over 200 holiday rental properties, ensuring excellent guest experiences while coordinating seamlessly between guests, property owners, cleaners, maintenance teams, and management. By proactively resolving issues, maintaining accurate property information, and managing reservations efficiently, I helped improve operational efficiency and customer satisfaction.
Platforms & Tools:
Customer Support:
Gorgias • Zendesk • Freshdesk • Help Scout • Intercom • HubSpot • Salesforce
eCommerce:
Shopify • Shopify Admin • Order Management • Inventory Management • Product Management • PayPal • Stripe
Property Management:
Airbnb • Vrbo • Booking • Expedia • Agoda • Hostaway • Channel Management Systems
Collaboration & Productivity:
Slack • Trello • Asana • ClickUp • Google Workspace • Microsoft Office
Why Clients Choose to Work With Me
✔ Top Rated Freelancer with a 100% Job Success Score
✔ 18,700+ Upwork Hours with long-term clients
✔ Strong background in Shopify, eCommerce, SaaS, and Property Management
✔ Experienced with Gorgias, Zendesk, Freshdesk, HubSpot, Salesforce, and CRM platforms
✔ Skilled in Customer Support, Customer Success, Order Management, Operations Coordination, and Virtual Assistance
✔ Calm and professional when handling escalations, complaints, refunds, disputes, and chargebacks
✔ Detail-oriented with excellent written communication and problem-solving skills
✔ Quick to learn new tools, SOPs, and business processes
✔ Reliable, proactive, and capable of working independently or as part of a remote team
✔ Focused on building long-term customer relationships while protecting your business and brand reputation
I believe great customer support is more than answering tickets—it's about building trust, solving problems efficiently, and creating experiences that keep customers coming back.
If you're looking for someone who communicates professionally, takes ownership of their work, and becomes a reliable extension of your team, I'd love the opportunity to contribute to your business.
Thank you for taking the time to visit my profile. I look forward to working with you.
Steps for completing your project
After purchasing the project, send requirements so Moon can start the project.
Delivery time starts when Moon receives requirements from you.
Moon works on your project following the steps below.
Revisions may occur after the delivery date.
Project Review & Business Understanding
I begin by learning about your business, properties, operating procedures, communication style, and expectations. I review your SOPs, booking platforms, and existing workflows to ensure I represent your brand professionally.
Platform Setup & Workflow Familiarization
I securely access your property management tools, booking channels, and communication platforms. I review active reservations, property details, guest information, calendars, pricing, and ongoing cases to ensure a smooth transition.