Guest Support Agent

About usThe Hosting Helper is a North America-based short-term-rental management company.
We manage a growing portfolio of vacation homes and provide 24/7 guest support.
We're hiring a Day-Shift Support agent to handle guest communications and real-time problem-solving during peak hours.About the roleYou'll be the front line for our guests during the day.
Most shifts are solo coverage — meaning you own the inbox, the phones, and the in-progress issues end-to-end until handoff.
On Fridays we run two day-shift agents (Lead + Wing) to handle the weekly volume spike.We have clear, well-documented SOPs for every common scenario (lockouts, AC outages, cleaning issues, refund requests, gate registrations, etc.) — you'll never be guessing.Schedule9 AM – 9 PM U.S. EST Tuesday-FridayWhat you'll doMonitor and respond to all guest communications across Conduit (unified inbox), Guesty, OTA inboxes (Airbnb, VRBO, Booking.com) and direct channelsAnswer inbound calls and SMS through...