Customer Service Representative – Airbnb / Short-Term Rentals (Overnight)

HOW TO APPLY: complete our application at ---------- /s/53du0aog (about 40 minutes). We only review applications submitted through this link; clicking Apply on OnlineJobs alone is not enough. If the link doesn't show, log in to OnlineJobs.ph or message us and we'll send it.

THIS IS NOT A SCRIPTED SUPPORT JOB.
RivetStays runs short-term rental homes for guests across North America (Airbnb, ---------- , VRBO, Expedia), 24/7. On your shift, you own guest issues from the first message to the fix: messages, calls, cleaners, maintenance and the decisions in between. You'll often work with incomplete information, and your calls have real consequences.

WHAT YOU'LL DO

• Handle guest messages and calls from start to finish: check-in problems, complaints, requests, reviews
• Coordinate cleaners, maintenance and vendors in real time when something breaks
• D ---------- refunds, credits and compensation for everyday issues, and record every decision accurately
• Keep reservations, listings and our systems accurate (Beds24, Breezeway, PriceLabs, ClickUp, Missive, RingCentral; we'll train you)
• Back-office work: expense and invoice tracking, discrepancy reporting
• Spot repeat problems and suggest fixes to the process, not just the ticket

HOW DECISIONS WORK
You handle routine guest issues on your own. For safety concerns, serious property damage or anything beyond your authority, you take immediate protective action and bring in the right person with a clear summary and recommendation. Your authority grows as your judgment proves itself.

HOW WE WORK

• We operate 24/7. Our team lead works Philippine daytime hours; on night shifts you are often the one on duty, and you hand off cleanly in the morning.
• We use AI every day. You should already use ChatGPT, Claude, Gemini or similar (free versions are fine), and know when its answer is wrong.

YOU'RE A FIT IF

• You can take in messy, complicated information and make a sound decision quickly
• You check the facts, act, and confirm the fix actually worked
• When something goes wrong, you contain it fast, tell the right people, and own what happened, including your own mistakes
• You catch the detail everyone else misses
• You never leave a mess for the next shift: open issues are finished or handed off with a clear note

DON'T APPLY IF

• You need a script for everything
• You escalate every decision instead of making it
• You want to clock in, answer messages and clock out

REQUIREMENTS

• Clear written and spoken English
• 60 hours per week on our 24/7 schedule, including overnight Philippine time, weekends and holidays
• Quiet workspace, reliable computer with webcam and headset, stable internet and a backup connection
• Short-term rental or hospitality experience is a plus, not a requirement

PAY

• US$4-8 per hour, based on demonstrated ability and verified experience; your rate is agreed before training starts
• Two-week paid training at US$4/hour
• Contract role, 60 hours per week; extra hours are paid

HIRING PROCESS
1. Online application (about 35 minutes): a few quick questions, your resume, and a 30-minute realistic shift exercise. AI tools are allowed; you are responsible for every fact in your answer. You'll need a computer with a webcam.
2. If shortlisted: a short AI video interview and a 10-minute reasoning test (about 30 minutes, no AI)
3. Interview with HR (about 30 minutes), including a live guest-call exercise and a short practical AI task
4. Final conversation with the owner
5. Two-week paid training

HOW TO APPLY
Apply here: ----------
We only review applications submitted through this link. If the link doesn't show, log in to OnlineJobs.ph, or message us here and we'll send it.