Evening Remote Guest Support Specialist

Hire Hangar; Cape Town; On-site; ZAR 677,000 - 967,000; Full time

Job summary

Hire Hangar seeks a Customer Service Specialist to support a portfolio of short-term vacation cabins with after-hours coverage and weekend rotation. You will manage guest communications across platforms, coordinate after-hours maintenance, and document interactions to ensure smooth daytime handoffs.

Remote role requiring excellent English, reliability during assigned hours, and ability to problem-solve under pressure. Prior experience with Airbnb/VRBO and familiarity with PMS tools is a plus.

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

Guest communications

Customer service

English fluency

Reliability

Problem solving

PMS familiarity

Tools

Guesty

Hostaway

PMS

Job description

Hire Hangar seeks a Customer Service Specialist to support a portfolio of short-term vacation cabins with after-hours coverage and weekend rotation. You will manage guest communications across platforms, coordinate after-hours maintenance, and document interactions to ensure smooth daytime handoffs.

Remote role requiring excellent English, reliability during assigned hours, and ability to problem-solve under pressure. Prior experience with Airbnb/VRBO and familiarity with PMS tools is a plus.