Short-Term Rental Operations & Customer Support Specialist

We are a growing short-term rental company managing multiple Airbnb properties in the U.S., and we’re looking for an experienced Airbnb-savvy Virtual Assistant to help with guest communication, issue resolution, and cleaning coordination.

This role goes beyond basic messaging.

We are specifically looking for someone who understands Airbnb’s internal systems, policies, and support workflows, and knows how to:

- Navigate Airbnb Support effectively
- Protect hosts during disputes
- Minimize refunds, cancellations, and review damage
- File and follow up on Resolution Center claims

If you’ve worked at Airbnb (the platform) or as a Tier-2 Airbnb support agent, this role is ideal for you.

Key Responsibilities:

Airbnb Platform & Risk Management
- Communicate directly with Airbnb Support
- Handle Resolution Center claims and damage documentation
- Assist with review removals and dispute resolution
- Advise on refund and cancellation strategy
- Interpret Airbnb policies and apply them effectively

Guest Support (Shared Responsibility)
- Support guest messaging during overflow periods
- Assist with high-risk or sensitive guest situations
- Help resolve check-in, in-stay, and post-checkout issues
- Draft responses for escalated guest concerns in coordination with the Operations Lead

Operations Support
- Assist with cleaning coordination and turnover support
- Help document damages and operational issues
- Support post-checkout follow-ups
- Maintain clear notes and documentation for claims and internal tracking


Required Skills & Experience

- Excellent written English (clear, professional, empathetic)
- Strong conflict resolution and de-escalation skills
- High attention to detail and documentation
- Direct experience working at Airbnb OR Airbnb-focused customer support

Strongly Preferred:

- Former Airbnb Support Agent (Tier 1 or Tier 2) with understanding of Airbnb policies such as Resolution Center processes, Review removal criteria, and Host vs guest support workflows


Tools You’ll Use:

- Airbnb, VRBO, ----------
- Guesty for Hosts Dashboard
- Google Voice (Guest communication)
- Airbnb Resolution Center
- Google Docs / Sheets (basic)
- WhatsApp (for team communication)
- Notion (Workflow management)


Working Hours:

- Must be available during U.S. daytime hours for time-sensitive guest issues, specifically during during check-in 2 - 4 PM / checkout windows 10 AM - 12 PM
- On-call availability for U.S night time hours


Compensation:

- Competitive monthly rate based on experience
- Performance-based increases available
- Long-term opportunity with a growing rental portfolio


Application Instructions (Important)

When applying, please include:

- Your experience working at Airbnb or supporting Airbnb hosts
- An example of how you successfully handled a guest dispute or damage claim
- Your availability and preferred working hours


Why This Role Is Different

You won’t be treated like a generic VA.

You’ll be trusted as an operations partner helping protect revenue, reputation, and guest experience, while understanding how Airbnb really works behind the scenes.