Customer Experience Expert
About The Position
Guesty is the all-in-one platform that helps hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup transforming the industry—from enhancing guest experiences to driving business growth.
With a powerful suite of features and integrations with 150+ industry partners—including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and more—Guesty empowers property managers to deliver top-tier guest experiences while running efficient, data-driven operations.
We’re proud to have over 800 team members across 16 countries, 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.
We are seeking outstanding CX AI Specialists to join our team in a hybrid role.
If you love helping customers, enjoy solving problems, and thrive in a fast-paced environment, we invite you to be part of our journey!
As a CX AI Specialist at Guesty, you’ll continue delivering exceptional service to enterprise clients while ensuring that our AI responds accurately and building the knowledge base it relies on. You will remain the primary voice of the customer—guiding interactions and resolving issues—but with the exciting added responsibility of helping our AI learn from real conversations to better support customers in the future.
You will play a key role in shaping the future of AI-assisted support, improving customer experience, and enhancing the tools and processes that drive our success.
Work Model: This role is open in Manila and Cebu. Work model details will be discussed during the hiring process.
Responsibilities
- Deliver outstanding customer service via chat, ticket, and occasional phone support
- Troubleshoot complex technical issues efficiently
- Guide users through product features clearly and patiently
- Manage high-volume ticket queues, prioritizing based on urgency and SLAs
- Contribute to and maintain a comprehensive knowledge base
- Collaborate with technical teams to ensure customer satisfaction
- Adapt quickly to changing priorities and product updates
- Identify and communicate recurring customer patterns to improve products and processes
- Act as a customer advocate—ensuring their voices are heard and needs met
- Verify AI-generated responses to ensure they are accurate and high-quality
- Correct AI responses when they are inaccurate or incomplete, using real interactions as reference
- Help build and refine the AI knowledge base/library so it becomes smarter over time
Requirements
- 4+ years in a customer-facing role, preferably in software support or CX
- Experience supporting B2B or Enterprise customers
- Exceptional problem-solving and troubleshooting skills
- Ability to thrive in a fast-paced, high-growth environment
- Excellent verbal and written communication—able to explain complex issues clearly
- Strong technical aptitude; quick to learn new software and systems
- Interest in AI tools and workflows, with curiosity and attention to detail for verifying AI outputs
- Customer-first mentality—empathetic, proactive, and willing to go the extra mile
- Self-starter with a passion for continuous learning
- Flexibility to work shifting schedules, including night shifts
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Why You’ll Love Working With Us in Manila!
Welcome to our Manila team! Here, we mix meaningful work with exciting perks and a workplace culture that makes every day worth showing up for. Enjoy the best of both worlds with our hybrid work setup- focus at home, collaborate in the office.
Health & Wellness, Covered
- HMO with Life Insurance – Your health is our top priority.
- Dental Plan – For you and one lucky dependent.
- Wellness Programs – Stay sharp, stay healthy, stay balanced.
Grow, Glow, and Go Big
- Performance Bonuses & Incentives – Recognizing results, rewarding impact.
- Referral Program – Bring in awesome people and earn rewards!
- Professional Development – Learn, lead, and level up your career.
Time Off & Time to Celebrate
- 24 Paid Leaves – Recharge, explore, or just Netflix and nap.
- Birthday & Work Anniversary Celebrations – Because you deserve more than just a cake emoji
- Team Events – We work hard and party harder!
Office Perks That Make You Smile
- Weekly Waffles, Ice Cream, & Games – Yes, really.
- Unlimited Coffee – Your caffeine needs, fully supported.
- Fun Workspaces – Collaboration, comfort, and good vibes only.
Work Setup
- Hybrid
Join us and discover how work can be both exciting and rewarding!
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.