Onboarding & Client Success Lead (Short Term Rental)

Schedule: Monday–Friday · 9:00am–6:00pm (UK Time)
Location: Remote
Role Type: Full-time

Who We Are

We are a fast-growing Short Let / Airbnb Management company managing a portfolio of high-quality properties across the UK.

Our focus is simple:

Clean, well-managed homes

Clear systems and ownership

Exceptional guest and owner experience

We are process-driven, detail-obsessed, and committed to doing things properly as we scale. We are now looking for an Onboarding & Client Success Lead to own the owner journey from day one and protect long-term relationships as we grow.

Why This Role Exists

As we scale to 100+ units, owner onboarding and expectation-setting becomes a critical risk point.

This role exists to:

Remove founders from day-to-day onboarding

Ensure every property launches cleanly and correctly

Protect owner trust and retention

Prevent setup mistakes from cascading into operations

This is a high-ownership role that sits at the intersection of operations, communication, and quality control.

What You’ll Be Doing
Property Onboarding (End-to-End Ownership)

Own the onboarding process once a deal is signed

Coordinate and verify:

Access details

Cleaner setup

WiFi information

House rules and manuals

Internal system setup

Track onboarding progress and ensure nothing goes live incomplete

Ensure operations receive a clean, accurate handover

Owner Communication & Client Success

Act as the primary point of contact for owners post-signing

Set clear expectations around:

Processes

Timelines

Service boundaries

Provide proactive updates during onboarding and early live periods

Handle owner requests and questions calmly and professionally

Work with the Head of Operations on complaints or concerns

Cross-Team Coordination

Work closely with:

- Head of Operations (escalations, patterns, disputes)
- Guest Experience Lead (handover and live issues)
- Offline/Admin (forms, documents, data hygiene)
- Revenue Management (go-live readiness)
- Ensure information flows cleanly between teams

Quality Control & Process Improvement

- Maintain onboarding checklists and SOP compliance
- Identify recurring onboarding issues and propose fixes
- Improve onboarding systems as the portfolio scales


Who You Are

Experienced in property management, short-let, or hospitality operations

Strong written and verbal English

Calm, professional, and confident communicator

Highly organised with strong follow-through

Detail-driven and process-oriented

Comfortable owning outcomes, not just tasks

Able to manage multiple properties and stakeholders at once

Tools You’ll Use

Guesty (or similar PMS)

ClickUp (task management, workflows, documentation)

Google Docs & Sheets


Email and internal communication tools

Slack / WhatsApp for internal coordination

What You’ll Get

Hourly Rate: $9+ hour (based on experience)

Hours: 8 paid hours per day + 1 unpaid lunch break

Performance-Based Bonuses

Paid Leave: 20 paid holiday days per year

Career Growth: Opportunity to grow into senior operations or leadership roles as the company scales

Clear structure, ownership, and expectations

How to Apply

To be considered, please submit all of the following:

Your CV

An internet speed test dated 7 February 2026 or later

A photo of your home office setup

A 1-minute video introduction explaining:

Your relevant experience

Why you are a good fit for this role

Two professional references, including:

Name

Relationship


Email

Phone number

Incomplete applications will not be considered.

Why Join Us?

This is an opportunity to join a fast-growing, well-structured property management business where:

Ownership is clear

Standards are high

Good work is recognised

You can grow with the company long-term

If you take pride in doing things properly and want to build something serious in modern hospitality, we want to hear from you.

Apply now and help us scale without chaos.