About Jetstream

Jetstream Hospitality Solutions manages guest services for short-term rental and resort partners around the world. Our Guest Services team runs live, around-the-clock support across three regional teams so that no matter where or when a guest needs help, someone is on shift to handle it. This is not a scripted support queue. Every shift involves real judgment, balancing guest satisfaction with business needs while making thoughtful decisions in real time.

About the Role

We're hiring a Customer Experience Specialist to join our Guest Services North America team, supporting guests and property partners through fast-moving, high-volume live contact during the North American workday.

You'll make judgment calls across multiple live channels at once, rather than working through a slower, process-driven queue. Guests reach out for all kinds of reasons: they need help, have a question, or something has gone wrong. How you handle those moments - staying calm, helpful, and fair - is what defines this role.



This engagement covers North America hours within Jetstream's 24/7 general guest support model, coordinating with other regional coverage windows to ensure continuity for guests.

What You'll Do
- Handle a high volume of live guest and partner contact across phone, email, WhatsApp, live chat, and booking platform messaging, often across several channels at once
- Confirm new bookings, process cancellations, and handle date or stay changes, keeping every system accurate as you go
- Log and track guest complaints in our ticketing system, working each case from start to finish until it's fully resolved
- Take ownership of guest complaints in the moment, gathering the facts quickly and deciding fair compensation within your authority
- Work through real-time guest issues as they come in, thinking on your feet rather than following a fixed script, and knowing when to bring in support
- Reconcile payments and follow up on outstanding balances, including cleanin

📌 Customer Experience Specialist, NAM (México)
🏢 Jetstream Hospitality Solutions
📍 México