Customer Services Manager

Job Title: Customer Services Manager

Company: Unity Staffing

Industry: Short-Term Rentals / Airbnb / Hotel Chain

Salary Range: PKR 100,000 – 150,000 (depending on experience)

Work Timings: Eastern Standard Time (EST)

Location: Onsite

Job Summary

We are seeking an experienced Customer Services Manager with a strong background in Airbnb, short-term rental platforms, and hotel operations. The ideal candidate will manage end-to-end customer service operations, oversee daily ins and outs of short-term rental properties, and ensure excellent guest experience across multiple platforms.

Key Responsibilities

Manage and oversee customer service operations for Airbnb and short-term rental properties

Handle guest communications including inquiries, bookings, check-ins, check-outs, and issue resolution

Manage ins and outs of properties, ensuring smooth coordination with operations and housekeeping teams

Monitor and respond to guest reviews, complaints, and feedback professionally

Work across multiple short-term rental platforms (Airbnb, Booking.com, VRBO, etc.)

Ensure compliance with company service standards and platform policies

Coordinate with internal teams to resolve guest issues efficiently

Prepare basic reports related to customer service performance and guest satisfaction

Manage a portfolio of 50–70 properties (depending on experience)

Required Experience & Skills

Proven experience in Airbnb, short-term rental businesses, or hotel chains

Strong understanding of short-term rental platforms, tools, and workflows

Experience managing 50–70 units is preferred

Excellent written and verbal English communication skills

Strong problem-solving and customer-handling abilities

Ability to work independently during EST hours

Familiarity with customer service tools, PMS, and booking platforms