We are hiring: Customer Support Associate!🚀

GuestReady is a leading short-term rental and hospitality management company, operating across the UK, France, Portugal, Spain, and the UAE. Since 2016, we've been helping property owners and investors maximise their returns through innovative technology and exceptional hospitality.

As part of the GuestReady group, RentalReady provides property managers with the tools they need to manage their operations more efficiently. We're looking for a Customer Support Associate who is passionate about helping customers succeed and enjoys solving problems in a fast-paced, collaborative environment.

What You'll Do

As the first point of contact for our customers, you'll ensure property managers get the most out of the RentalReady platform while delivering a seamless support experience.

Your responsibilities will include:

• Responding to customer enquiries via tickets, chat, and email, meeting defined SLAs and prioritising requests based on urgency and impact.

• Troubleshooting product issues, configuration errors, and platform bugs, reproducing issues where needed to identify root causes.

• Escalating technical issues to our Product and Engineering teams with clear reproduction steps, relevant logs, and business impact.

• Supporting customer onboarding by guiding new users through setup, configuration, and platform best practices.

• Creating and maintaining knowledge base articles, FAQs, and response templates to improve self-service and reduce recurring enquiries.

• Monitoring service incidents and outages, proactively communicating updates to affected customers.

• Gathering customer feedback and sharing insights with Product teams to help shape future improvements.

• Collaborating closely with Customer Success, Finance, Product, and Onboarding teams to resolve cross-functional customer issues.

What We're Looking For

We're looking for someone who enjoys helping customers, solving technical problems, and working collaboratively across teams.

Ideally, you'll have:

• Experience in customer support, property management, or short-term rental operations.

• Good understanding of OTA channel management platforms such as Airbnb, Booking.com, and Vrbo/Abritel.

• Familiarity with payment platforms such as Stripe.

• Experience using customer support platforms such as Zendesk or similar ticketing systems.

• Confidence managing a high volume of customer enquiries across multiple channels.

• Excellent communication skills and confidence leading customer video calls.

• Fluency in French and English (written and spoken). Spanish or Portuguese is a strong advantage.

• Strong organisational skills with the ability to prioritise multiple tasks in a fast-moving environment.

• A collaborative mindset and the ability to work effectively with cross-functional teams.

Working schedule: Tuesday to Saturday.

Why You'll Love Working with Us

• 🏡 Flexible, remote-friendly working environment with an amazing team.

• 🚀 Join a fast-growing company shaping the future of hospitality technology.

• 🌍 Work alongside talented colleagues from a diverse, international team.

• 📚 Continuous learning opportunities and room to grow your career.

• 💡 Make a real impact by helping thousands of property managers succeed.

We're excited to hear from you and learn how you can contribute to our journey.

Don't worry if you don't meet every requirement. If you feel you're a good match for most of the role, we'd still love to hear from you. Many skills can be developed on the job, and we're committed to helping our people grow.

Diversity & Inclusion

At GuestReady, we celebrate diversity and are proud to be an equal opportunity employer. We believe diverse perspectives make us stronger, and we're committed to creating an inclusive environment where everyone feels valued, respected, and empowered to do their best work. We welcome applicants from all backgrounds, regardless of race, ethnicity, gender, age, religion, disability, sexual orientation, or any other characteristic protected by law.