Guest Experience Specialist - Short-Term Rentals (Overnight, AI-Savvy)

HOW TO APPLY: complete our application at [hidden][hidden]/s/i7vot5fp (about 40 minutes). We only review applications submitted through this link. Philippines-based applicants only. THIS IS NOT A SCRIPTED SUPPORT JOB. RivetStays runs short-term rental homes for guests across North America (Airbnb, B[hidden], VRBO, Expedia), 24/7. On your shift, you own guest issues from the first message to the fix: messages, calls, cleaners, maintenance and the decisions in between. You'll often work with incomplete information, and your calls have real consequences. WHAT YOU'LL DO Handle guest messages and calls from start to finish: check-in problems, complaints, requests, reviews Coordinate cleaners, maintenance and vendors in real time when something breaks Decide refunds, credits and compensation for everyday issues, and record every decision accurately Keep reservations, listings and our systems accurate (Beds24, Breezeway, PriceLabs, ClickUp, Missive, RingCentral; we'll train you) Back-office work: expense and invoice tracking, discrepancy reporting Spot repeat problems and suggest fixes to the process, not just the ticket HOW DECISIONS WORK You handle routine guest issues on your own. For safety concerns, serious property damage or anything beyond your authority, you take immediate protective action and bring in the right person with a clear summary and recommendation. Your authority grows as your judgment proves itself. HOW WE WORK We operate 24/7. Our team lead works Philippine daytime hours; on night shifts you are often the one on duty, and you hand off cleanly in the morning. We use AI every day. You should already use ChatGPT, Claude, Gemini or similar (free versions are fine), and know when its answer is wrong. YOU'RE A FIT IF You can take in messy, complicated information and make a sound decision quickly You check the facts, act, and confirm the fix actually worked When something goes wrong, you contain it fast, tell the right people, and own what happened, including your own mistakes You catch the detail everyone else misses You never leave a mess for the next shift: open issues are finished or handed off with a clear note DON'T APPLY IF You need a script for everything You escalate every decision instead of making it You want to clock in, answer messages and clock out REQUIREMENTS Based in the Philippines Clear written and spoken English 60 hours per week on our 24/7 schedule, including overnight Philippine time, weekends and holidays Quiet workspace, reliable computer with webcam and headset, stable internet and a backup connection Short-term rental or hospitality experience is a plus, not a requirement PAY US$4-8 per hour, based on demonstrated ability and verified experience; your rate is agreed before training starts Two-week paid training at US$4/hour Contract role, 60 hours per week; extra hours are paid HIRING PROCESS Online application (about 35 minutes): a few quick questions, your resume, and a 30-minute realistic shift exercise. AI tools are allowed; you are responsible for every fact in your answer. You'll need a computer with a webcam. If shortlisted: a short AI video interview and a 10-minute reasoning test (about 30 minutes, no AI) Interview with HR (about 30 minutes), including a live guest-call exercise and a short practical AI task Final conversation with the owner Two-week paid training HOW TO APPLY Apply here: [hidden][hidden]/s/i7vot5fp We only review applications submitted through this link.