Customer Support Executive

Scale-Up Philippines; Manchester; Hybrid; GBP 30,000 - 46,000; Full time

Job summary

Scale Up Philippines is partnering with a UK property brand to recruit a Commercial Support Executive. You’ll run performance reporting, maintain property listings across booking channels and keep commercial admin on track.

You’ll work with the Head of Strategic Partnerships and closely with Revenue, Finance and Operations. You’ll learn the industry and systems, with a colleague in your timezone to lean on as you grow.

Qualifications

• Advanced Excel with pivots and lookups and working forecast model.
• Written English to native standard; error-free writing in business communications.
• Strong numeracy and analytical judgment; can spot anomalies in numbers.
• Meticulous attention to detail and discipline to self-check work.
• Able to work independently across a seven-hour time difference.
• Experience with property management platforms and listings.
• Familiarity with revenue management concepts: dynamic pricing and occupancy metrics.

Responsibilities

• Produce monthly performance and benchmarking reports for every property; compare against market sets.
• Build and circulate weekly commercial pack with occupancy, ADR, RevPAN and forecast pacing.
• Maintain ongoing Manchester market benchmarking and listing performance.
• Prepare weekly revenue notes for Revenue Manager and Head of Strategic Partnerships.
• Manage OTA listings end-to-end across multiple channels; ensure content accuracy.
• Own direct booking pages: update imagery, copy, availability and rates.
• Handle client onboarding admin: paperwork, portals, checklists in ClickUp.
• Keep client and prospect pipelines in ClickUp accurate and updated.
• Support partnerships team with inbox and diary triage, notes and pack prep.
• Coordinate with Finance on invoicing and reconciliation queries.

Skills

Advanced Excel

Written English

Strong numeracy

Attention to detail

Independent worker

Power BI

Copywriting

Tools

Guesty

Hostaway

Guestline

ClickUp

Microsoft 365

Airbnb/Booking.com listings

RevPAR pricing concepts

Job description

Scale Up Philippines is partnering with an established UK-based property management and hospitality brand to hire a Commercial Support Executive.

This is the commercial engine room of the business. You will produce the performance reporting of the clients and their leadership team rely on, build and maintain our property listings across every booking channel, and keep the commercial administration of the business running cleanly. You will report to the Head of Strategic Partnerships, and work alongside our Revenue Manager, their Finance and Accounts Executive, and the Operations team.

We are looking for someone who is genuinely good with data, writes excellent English, and takes visible pride in getting the details right. You do not need short-term rental experience. We will teach you the industry and the systems, and you will have an experienced colleague in your own timezone to lean on while you learn.

Key Responsibilities:

• Property performance reporting and analysis
• Produce the monthly performance and benchmarking report for every property in the portfolio, comparing each home against the business same-bedroom average and its Manchester market competitive set, ready for the UK team to issue ahead of the monthly statement date
• Build and circulate the weekly commercial pack: occupancy, average daily rate, RevPAN, forward bookings and pacing against forecast, broken down by property and bedroom type
• Maintain ongoing market benchmarking: Manchester market movements, competitive set performance, and how our positioning is holding up
• Prepare the weekly revenue notes for our Revenue Manager, working with Head of Strategic Partnerships
• Run ad hoc analysis on request: a home that is underperforming, a client querying their figures, a forecast for a property about to join the portfolio
• Keep the underlying data clean and reconciled. Every number you produce may end up in front of a property owner
• OTA and listings management
• Build new listings end to end for homes joining the portfolio, across Airbnb, Booking.com, VRBO, Expedia, Marriott Homes and Villas, Blueground and our direct booking site: content loading, photography, amenities, house rules, rate setup, calendar and channel sync
• Maintain the accuracy of every live listing: content, amenities, imagery, seasonal copy and policies
• Manage reviews and ratings across all channels, and flag anything that points to an operational fix
• Monitor and resolve channel content warnings, account health issues and listing quality scores
• Run a rolling quarterly audit so every home in the portfolio is reviewed on a cycle
• Direct booking website
• Own the property pages on our direct booking site: publishing new homes, updating imagery and copy, retiring homes that leave the portfolio
• Check that the booking engine reflects our property management system correctly: availability, rates, minimum stays and fees
• Keep the direct channel at parity or better with the platforms.
• Client services support
• Prepare client-ready responses to owner queries for the UK team to issue
• Assemble the monthly report and statement pack for each client
• Track every owner question and request through to resolution so nothing is dropped
• Prepare briefing packs ahead of client calls and quarterly performance reviews
• Client onboarding administration
• Run the administrative side of onboarding a new client: agreement paperwork, document collection and chasing, owner portal setup, onboarding checklists in ClickUp
• Keep new home go-live dates on schedule by holding every party to their part of it
• Commercial administration
• Keep the client and prospect pipeline in ClickUp accurate: enquiry logging, stage updates, follow-up reminders and partner records
• Support our Head of Strategic Partnerships with inbox and diary triage, meeting notes, action tracking and pack preparation
• Check owner statements before issue, chase missing charges, and work with our Finance and Accounts Executive on invoicing and reconciliation queries
• Maintain the commercial trackers and templates the team runs on

Qualifications:

• Advanced Excel. Pivot tables, lookups, and the ability to build and maintain a working forecast model. We will test this.
• Written English to native standard. Your writing goes out under our name, so it must need no editing.
• Strong numeracy and analytical judgment. You should notice when a number looks wrong, and say so.
• Meticulous attention to detail, and the discipline to check your own work before it leaves you.
• Able to work independently across a seven hour time difference, and to ask early rather than guess.
• Quick with new software. Our system’s stack is large and it changes.
• Committed to UK office hours for the long term.
• Experience in short-term rentals, serviced accommodation, hotels or property management
• Hands-on experience with a property management system (Guesty, Hostaway, Guestline or similar)
• Experience building or managing Airbnb or Booking.com listings
• Familiarity with revenue management concepts: dynamic pricing, occupancy and rate strategy, RevPAR
• Power Query, Power BI or similar reporting tools
• Copywriting experience, ideally property or hospitality

Systems you will work with

Full training provided. Prior experience with any of these is a bonus, not a requirement.

• Guesty (property management system, channel manager and owner portal)
• Wheelhouse (dynamic pricing)
• AirDNA (market data and benchmarking)
• ClickUp (work management and internal communications)
• Microsoft 365 (Outlook, Excel, Teams, OneDrive)
• Channel extranets (Airbnb, Booking.com, VRBO, Expedia, Marriott Homes and Villas, Blueground)
• Enso Connect, Stripe, Canva and our direct booking site admin

Why Join Scale Up Philippines?

At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.

If you’re passionate about this position and ready to grow your career with a global team, we’d love to hear from you!