Owner Support Specialist – Customer Support

• Handle incoming calls, emails and support requests from property owners
• Provide clear, friendly and professional assistance
• Manage and respond to owner support tickets through internal systems
• Track, prioritise and resolve requests within expected timelines
• Investigate owner questions and concerns, provide accurate information and find appropriate solutions
• Coordinate with Operations, Guest Experience, Finance and Account Management teams
• Identify complex or sensitive situations and escalate them when necessary
• Provide timely updates and follow outstanding issues through to resolution
• Maintain accurate CRM and internal platform records of owner interactions, tickets and resolutions
• Build positive relationships with property owners through reliable, empathetic and solution-oriented support
• Identify recurring issues and suggest improvements to internal processes and the owner support experience

• Previous experience in Customer Support, Customer Service, Owner Support or a similar client-facing role
• Native Spanish and fluent English, written and spoken
• Comfortable handling a high volume of incoming calls, emails and support tickets
• Strong communication and interpersonal skills
• Ability to handle difficult conversations professionally
• Customer-focused mindset and genuine interest in helping people
• Strong organisational skills and ability to manage multiple requests and priorities simultaneously
• Good problem-solving skills and attention to detail
• Confidence using CRM platforms, ticketing systems and digital tools
• Ability to work independently in a remote environment while collaborating with an international team
• Availability to work Spanish business hours
• Availability to work some weekends
• Remote availability during UK business hours
• Nice to have: Experience in short-term rentals, property management, hospitality or proptech
• Nice to have: Previous experience using HubSpot, Zendesk or similar customer support platforms
• Nice to have: Experience supporting international customers or clients

• Fully remote work
• Freelance/independent contractor flexibility
• Full-time basis
• Opportunity to join an international, multicultural team
• Experience in a fast-growing, technology-driven hospitality company
• Collaboration with colleagues across different countries and departments
• Customer support and problem-solving development opportunities
• Supportive team environment valuing collaboration, ownership and continuous improvement
• Inclusive workplace welcoming diverse backgrounds, experiences and perspectives