Customer Success Specialist
About The Position
Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.
With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.
We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.
If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.
As an CS Specialist, you are the frontline of our Small-to-Medium Business (SMB) segment.
*RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED*
Responsibilities
- The Bridge: Act as the primary escalation point for SMB clients, translating technical resolutions into long-term relationship wins.
- Portfolio Health: Manage a high volume of accounts by monitoring health metrics and usage data. You’ll identify "at-risk" clients early and intervene to prevent churn.
- Commercial Support: Swiftly resolve billing inquiries, contract questions, and account barriers. You make it easy for clients to do business with Guesty.
- Growth Identification: Spot "expansion signals"—such as a client adding new properties or needing advanced features—and guide them through the initial stages of a plan upgrade or feature adoption.
- Operational Efficiency: Use Salesforce and internal tools to maintain impeccable data hygiene and ensure no client "falls through the cracks" in a fast-paced environment.
The Ideal Profile
- The "Agile" Mindset: You have the empathy of a support agent and the strategic curiosity of a success manager.
- Communication Pro: Exceptional ability to de-escalate frustrated clients and pivot conversations toward solutions and value.
- Process-Driven: You enjoy high-volume environments and take pride in managing a large inbox/portfolio with speed and accuracy.
- Tech-Savvy: Quick to learn complex software. Familiarity with the Short-Term Rental (STR) ecosystem (Airbnb, Vrbo, etc.) is a major plus.
Requirements
- 1–2 years of experience in customer-facing roles (Support, Account Management, or Hospitality Tech).
- Location: Must be based in Canada or Mexico.
- Language: Professional fluency in English (written and verbal).
- Software: Experience with Salesforce (preferred) and Google Suite.
- Adaptability: A proven track record of hitting targets (CSAT, retention, or volume) in a rapidly changing startup environment.
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.