Guest Support Agent

About us The 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 role You'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. Schedule 9 AM – 9 PM U.S. EST Tuesday-Friday What you'll do Monitor and respond to all guest communications across Conduit (unified inbox), Guesty, OTA inboxes (Airbnb, VRBO, Booking.com) and direct channels Answer inbound calls and SMS through Conduit an...