Website CX Specialist
About The Position
Guesty is an all-in-one platform that helps hospitality businesses worldwide 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 robust suite of features and integrations with 150+ partners—including Airbnb, Vrbo, Booking.com, Expedia, and Google Travel—Guesty empowers property managers to deliver outstanding guest experiences while running efficient, data-driven operations.
Our team of over 800 professionals across 16 countries is shaping the future of hospitality technology.
We’re looking for exceptional individuals to join us in Manila or Cebu as a Website Customer Experience (CX) Specialist.
If you’re passionate about customer service, have experience with web development or website-building platforms, and enjoy solving problems, this role is for you.
As a Website CX Specialist, you will help users create, maintain, and optimize their online presence. You’ll provide expert guidance on website platforms, troubleshoot issues, and ensure clients get the most out of Relow’s solutions. You’ll also collaborate with internal teams to improve processes and enhance the overall customer experience.
Work Model: This role is open in Manila and Cebu. Details will be discussed during the hiring process.
Responsibilities
- Deliver outstanding customer service by efficiently resolving complex website- and Guesty platform-related queries via chat and tickets, and occasionally by phone.
- Demonstrate strong troubleshooting skills to diagnose and resolve technical website issues, including HTML/CSS problems, design elements, and functionality concerns.
- Guide users through our website builder features with patience and clarity, helping them create and optimize their online presence.
- Assist customers with website customization, template selection, domain configuration, and integration with third-party services.
- Manage a high-volume ticket queue, prioritizing based on urgency and SLAs.
- Contribute to and maintain our knowledge base with website-specific tutorials, best practices, and common solutions.
- Collaborate closely with web developers and technical teams to ensure customer satisfaction and proper website functionality.
- Adapt quickly to changing priorities and new website builder features and updates.
- Identify patterns in customer website issues and provide feedback to help improve our products and processes.
- Act as a customer advocate, ensuring their voices are heard and their website needs are met.
Requirements
- 2+ years of experience in a customer-facing role, preferably in website support or web development.
- Strong knowledge of web technologies, including HTML, CSS, responsive design principles, and basic JavaScript.
- Experience with website builders or content management systems (e.g., Wix, WordPress, Squarespace) as a user, developer, or support professional.
- Exceptional problem-solving and troubleshooting skills for website functionality and design challenges.
- Ability to thrive in a fast-paced, high-growth environment and quickly adapt to change.
- Excellent verbal and written communication skills—able to simplify complex web concepts for non-technical users.
- Critical thinking skills and ability to go beyond scripted solutions for website-related issues.
- Strong technical aptitude and ability to quickly learn new web technologies and systems.
- Customer-first mentality—empathetic, proactive, and willing to go the extra mile.
- Self-starter with a passion for learning and continuous improvement in web technologies.
- Flexibility to work shifting schedules, including night shifts.
- Previous chat support experience—preferred.
- Experience in the hospitality, travel, or SaaS industry—preferred.
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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
- On-site
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.