Community Manager
About The Position
Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.
Today, Guesty has 15 offices and 700+ team members across the globe.
In Guesty, we use the latest technologies and frameworks and handle complex business operations, promoting open-mindedness, creativity, and self-reliance.
We’re looking for a Community Manager to lead Guesty Lite’s efforts in strengthening user engagement, satisfaction, and loyalty across every customer touchpoint. This role blends direct customer engagement and relationship management, managing customer communications across multiple channels and touchpoints, and managing the Community engagement and activities.
As a Community Manager, you will serve as the main POC for Guesty Lite users, regularly engaging and interacting with customers to ensure satisfaction, success and issue resolution; collaborating and handling escalations with different internal stakeholders (such as Business, Product, Marketing, etc).
In parallel, you’ll be responsible for managing our online host community, engaging with community members and leading community event productions end-to-end, building a positive, active, and informed space where customers can learn, share, and grow together. You will also explore, engage with and establish relationships with other host communities, including owners and members.
Responsibilities
Customer Relations
- Serve as the main point of contact for Guesty Lite users, handling general product and commercial inquiries, resolving issues, and escalating to internal teams as needed.
- Monitor customer health signals to identify risks and opportunities, proactively engaging with relevant users to prevent churn, and drive conversion and retention.
- Engage with users to collect and analyze customer feedback, communicating insights to relevant cross-team stakeholders.
- Support the execution and distribution of customer-facing campaigns around product releases, business initiatives, seasonal events and offers.
Community Management
- Manage and moderate Guesty Lite’s Host Community (CommunityFacebook group, and online events, community newsletters), engaging with community members by sharing content and updates, responding to posts and answering questions.
- Plan and execute community events and workshops end-to-end, in collaboration with Marketing and Events teams
- Engage key community members and power users, building relationships and partnering with Marketing on spotlights, testimonials, and other marketing content
- Monitor online STR forums and engage with STR hosts as the face of Guesty
Requirements
- 2+ years in customer-facing roles in a tech company (e.g., account management, customer success, sales, community management, etc.).
- Strong communication and interpersonal skills, with the ability to collaborate across teams and engage effectively with users.
- Ability to explain complex product features in a simple and compelling manner.
- Native English speaker with excellent written and verbal communication skills—a must.
- Proactive and highly organized, with robust project management skills—adept at independently driving initiatives, coordinating across teams, and managing multiple priorities.
- Availability to work US hours (incl.Monday–Friday schedule)—must.
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.