Airbnb Customer Service Team Lead (Short Term Rental, US Portfolio) - Contract to Hire
We are a US based short term rental management company managing 40 plus active Airbnb listings across multiple markets. We are hiring a Customer Service Team Lead to own our guest experience function and lead a small remote CS team. This is the most important seat on our service side, so we are looking for an A player who can both do the work at a high level and raise the standard of everyone around them.
You will be the person we trust to keep guests happy, resolve issues without escalation, and make sure the team hits its standards every single day.
What you will own:
• Leading and coaching a small remote customer service team, setting standards and holding the bar
• Handling guest communication across Airbnb and other channels with speed, warmth, and composure under pressure
• Managing escalations, refunds, claims, and damage resolution with sound judgment
• Review management and protecting our rating across the portfolio
• Coordinating with cleaning and maintenance to resolve guest issues fast
• Owner communication and reporting when needed
What we need from you:
• Proven Airbnb or short term rental guest service experience at volume (managing communication across many listings)
• Real team leadership experience. You have led people, set expectations, and handled underperformance
• Excellent written English and a calm, professional tone with upset guests
• Strong decision making. You know when to solve it yourself and when to escalate
• Reliability and ownership. You treat the business like it is yours
Nice to have:
• Experience with Hospitable, PriceLabs, and GoHighLevel
• Familiarity with US guest expectations and time zones
To apply, tell us about the toughest guest situation you ever resolved and how you handled it. Applications without this will not be reviewed. Top candidates will complete a short paid work sample (real guest scenarios plus a team coaching exercise) as the final step.
Suggested skills tags: Customer Service, Team Management, Airbnb, Hospitality, Property Management, Email Communication, Customer Support, Leadership
Job title: Airbnb Customer Service Team Lead (Full Time, Long Term)
Type of work: Full Time
Salary: (set your range, e.g. competitive based on experience)
Hours per week: 30-40, with overlap on US time zones
Job description:
We are a US based short term rental company managing 40 plus Airbnb listings, and we are hiring a Customer Service Team Lead to run our guest experience and lead a small remote team. This is a long term, full time role with real responsibility and room to grow. We are not looking for an average VA. We want a leader and an A player who takes ownership and lifts the whole team.
Your responsibilities:
• Lead and coach a small customer service team, setting the standard and keeping everyone accountable
• Handle guest messages on Airbnb and other channels with speed, care, and professionalism
• Manage escalations, refunds, claims, and damage cases with good judgment
• Manage reviews and protect our rating
• Coordinate cleaning and maintenance to fix guest issues quickly
• Keep things running smoothly so nothing falls through the cracks
You are a great fit if you have:
• Solid experience in Airbnb or short term rental customer service, ideally across many listings
• Experience leading or supervising a team, not just doing tasks
• Excellent written English and a calm, warm tone even with difficult guests
• Strong judgment and the ability to make good decisions on your own
• Reliability, ownership, and a long term mindset
Bonus points for experience with Monday.com,Slack Hospitable, or GoHighLevel.
How to apply: In your application, describe the hardest guest problem you ever solved and exactly how you handled it. We will not review applications that skip this.
