Customer Support Associate

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GuestReady

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏠 Real Estate

☁️ SaaS

💰 Venture Round - Oporto City Flats on 2020-01

Real Estate • SaaS

GuestReady is a globally leading short-term rental management and hospitality company that provides end-to-end property management services for owners and memorable stays for guests. Founded in 2016, it operates across multiple countries (UK, France, Portugal, Spain, UAE), manages a large portfolio and guest nights, and has developed property management software (RentalReady) alongside direct-booking capabilities. The company focuses on combining hospitality, technology, and operational services to optimize bookings, guest experience, and owner returns.

📋 Description

• As the first point of contact for our customers, you'll ensure property managers get the most out of the RentalReady platform while delivering a seamless support experience. • Responding to customer enquiries via tickets, chat, and email, meeting defined SLAs and prioritising requests based on urgency and impact. • Troubleshooting product issues, configuration errors, and platform bugs, reproducing issues where needed to identify root causes. • Escalating technical issues to our Product and Engineering teams with clear reproduction steps, relevant logs, and business impact. • Supporting customer onboarding by guiding new users through setup, configuration, and platform best practices. • Creating and maintaining knowledge base articles, FAQs, and response templates to improve self-service and reduce recurring enquiries. • Monitoring service incidents and outages, proactively communicating updates to affected customers. • Gathering customer feedback and sharing insights with Product teams to help shape future improvements. • Collaborating closely with Customer Success, Finance, Product, and Onboarding teams to resolve cross-functional customer issues.

🎯 Requirements

• Experience in customer support, property management, or short-term rental operations. • Good understanding of OTA channel management platforms such as Airbnb, Booking.com, and Vrbo/Abritel. • Familiarity with payment platforms such as Stripe. • Experience using customer support platforms such as Zendesk or similar ticketing systems. • Confidence managing a high volume of customer enquiries across multiple channels. • Excellent communication skills and confidence leading customer video calls. • Fluency in French and English (written and spoken). • Spanish or Portuguese is a strong advantage. • Strong organisational skills with the ability to prioritise multiple tasks in a fast-moving environment. • A collaborative mindset and the ability to work effectively with cross-functional teams.

🏖️ Benefits

• Flexible, remote-friendly working environment with an amazing team. • Join a fast-growing company shaping the future of hospitality technology. • Work alongside talented colleagues from a diverse, international team. • Continuous learning opportunities and room to grow your career. • Make a real impact by helping thousands of property managers succeed.