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 and handle urgent guest situations in real time




Run the pre-arrival checklist for every same-day check-in: cleaning verified, smart-lock code active, gate registration submitted, pool heat on, arrival message sent
Submit gate / HOA / community registrations (T-24h to T-6h before arrival)
Identify and act on issues immediately — contact vendors (maintenance, cleaning, pool, locksmith, landscape), coordinate access and timing, follow through to resolution
Manage in-stay cases: complaints, in-progress fixes, mid-stay check-ins for longer reservations
Handle lockouts, AC out, no hot water, cleaning issues, late check-out / early check-in requests, refund requests — all covered by SOPs
Document everything: log operational issues in Breezeway, post in Slack #ops-issues, write clean handoff notes for the night shift
Drive Conduit, Guesty and Gmail to inbox zero by end of shift

Tools you'll use daily
Conduit (unified messaging inbox), Guesty (PMS), Breezeway (tasks), Enso (smart-lock codes),

📌 Virtual phone support agent (México)
🏢 The Hosting Helper
📍 México