Customer Service Specialist

Hire Hangar, Inc.; Argentina; Remote; ARS 63,667,000 - 93,985,000; Full time

Job summary

Hire Hangar, Inc. is seeking a Customer Service Specialist to support a portfolio of 108+ short-term vacation cabins in the Smoky Mountains with 24/7 guest support during evenings and weekends. This remote role follows U.S.

Eastern Time hours and requires reliable, clear communication. You will monitor guest messages, resolve common questions using a knowledge base, coordinate after-hours maintenance, and escalate when needed.

Qualifications

• Prior guest communications, customer service, or hospitality experience.
• Excellent written and spoken English — guest interactions directly affect reviews and rebooking.
• Genuinely reliable during assigned hours — real availability, not approximate.
• Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job.
• Comfortable working from a knowledge base without constant escalation.
• Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experience

Responsibilities

• Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours
• Answer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local info
• Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolved
• Escalate to the owner or daytime team when needed, with a clear summary and steps already taken
• Log all interactions and maintenance requests for a clean handoff to the daytime team

Skills

Customer service

Communication

English proficiency

Reliability

Job description

Customer Service Specialist

Full-Time · Remote (U.S. Eastern Time Hours)

About the Role

In this role, you'll be the guest's point of contact during your assigned hours for a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. We provide guests with round-the-clock, 24-hour support, and this role covers the hours our local, on-site team is off — primarily evenings. It's a weekend-driven business that runs 365 days a year. Your ability to stay calm under pressure, solve problems independently, and coordinate with local vendors will be essential to keeping guests happy and the daytime team set up for a smooth handoff.

What You'll Do

• Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours
• Answer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local info
• Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolved
• Escalate to the owner or daytime team when needed, with a clear summary and steps already taken
• Log all interactions and maintenance requests for a clean handoff to the daytime team

What You Bring

• Prior guest communications, customer service, or hospitality experience
• Excellent written and spoken English — guest interactions directly affect reviews and rebooking
• Genuinely reliable during assigned hours — real availability, not approximate
• Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job
• Comfortable working from a knowledge base without constant escalation
• Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experience

Schedule

40 hours/week, weekend coverage non-negotiable. Covers the three days/week the current local team member is off, primarily evening hours Eastern. Two consecutive days off per week, scheduled.

Originally posted on Himalayas

Originally posted on Himalayas