- Work a queue of guest and host conversations across chat, email, phone, and SMS.
- Resolve booking issues, mediate misunderstandings between hosts and guests, and process cancellations and adjustments.
- Use AI assist tools and knowledge base to draft, check, and edit responses for accuracy and tone.
- Flag recurring issues, confusing policies, and product friction to leadership.
- Hit response-time and quality targets while maintaining complete case notes.
- Participate in team standups and communication via Slack.
Problem SolvingCustomer serviceWriting