Job description
The opportunity involves joining an international customer support framework within a global service network that focuses on check-in management and property access operations. Working a 45-hour week structured on a rotating shift pattern, this fully remote independent contract position acts as a critical anchor for foreign language customer communications[cite: 8, 9].
The environment is built on taking direct ownership of live situations, requiring the successful incumbent to handle real-world challenges with calm and definitive judgment. The outcome expected from the role centers on providing immediate, clear, and comprehensive resolutions to inbound customer enquiries. Acting as the primary interface for an international portfolio of guests, hosts, and business partners, the assistant is responsible for stabilizing communication channels, tracking service milestones, and minimizing down-time during critical check-in periods.
Key Responsibilities
Deliver exceptional customer support to an international client base via telephone conversations, email, and live chat platforms. Enquiry Management: Assist global guests, hosts, and commercial business partners with access protocols, booking requests, account changes, and complex billing enquiries. Case Ownership: Resolve customer problems from initial contact through to final resolution, taking comprehensive operational ownership of each individual case file.
Incident Management: Handle time-sensitive operational incidents effectively and provide support to the specialized guest care function during busy periods or out-of-hours coverage. Outbound Coordination: Execute outbound calls to customers and business partners to gather essential case information and coordinate practical resolutions.
Database Documentation: Document all stakeholder interactions and operational actions taken inside the internal tracking systems with strict accuracy. Cross-Functional Collaboration: Partner closely with internal logistics, technical support, and operations teams to secure the best functional outcomes for the user base.
Process Contribution: Formulate and contribute ideas aimed at improving internal operational procedures, product features, and the overall customer experience.
Requirements
Essential Requirements Verified native or fluent command of spoken and written English, paired with fluent spoken and written command of either Spanish or French. Minimum of 2 years of professional experience in a dedicated customer support or customer-facing role. Complete availability to work a rotating 45-hour weekly shift pattern, including evenings, weekends, and public holidays.
Demonstrated capability to work independently within a fully remote home office environment. Verified completion of a Qualification Authenticity Check prior to final engagement. Desirable Requirements Additional language proficiencies beyond English, Spanish, or French are a strong advantage. Previous experience operating within the hospitality, travel, property management, or technology industry sectors Benefits Benefits and Culture Full access to a structured onboarding program and continuous learning via an internal training platform.
Clear opportunities for career progression and internal development within an expanding global framework. Collaborative and supportive culture that actively values employee feedback and structural ideas. Work Arrangement Remote. Employment Type Independent Contractor