Customer Service Agent of Unreasonable Hospitality
$14,400–$21,600 year
Remote · Mexico or Colombia
Job Summary
Be the Voice of Renjoy. Manage guest communications from initial inquiry through post-checkout, between 7 AM–11 PM MT, across flexible shifts. Handle hard conversations with calm, warmth, and ownership; provide pre-stay clarity, in-stay solutions, and post-stay follow-up. De-escalate tense situations to achieve 5-star recoveries, set proactive expectations, and coordinate with cleaners, maintenance, and vendors in Colorado to resolve issues quickly. Propose system improvements, document workflows, and communicate cross-functionally via Slack with Ops, Housekeeping, and Maintenance. Thrive in a remote, high-touch hospitality environment with no scripts, owning guest experiences end-to-end and contributing to scalable guest-service processes.
Required Qualifications
- 3+ years in customer service
- Native or near-native English — written and spoken
- Strong written communication skills
- Experience with hospitality, hotels, BPO serving US clients, SaaS support, or concierge roles
- Ability to use Slack, Notion, CRM or PMS
- Reliable high-speed internet and quiet workspace
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