Customer Service Agent of Unreasonable Hospitality
Location: Remote (Latin America) | Type: Full-Time | Schedule: Flexible shifts between 7 AM–11 PM Mountain Time, 4-5 days/week | Pay: $1,200–$1,800 USD/month | Reports to: Guest Experience Manager
APPLY HERE ONLY: https://jobs.polymer.co/renjoy/39780
This isn't a call center job. And we aren't hiring a call center agent.
We're hiring a rockstar. Someone who reads Unreasonable Hospitality and nods the whole way through. Someone who hears a problem and immediately wants to solve it. Someone who treats every guest interaction like it's the most important conversation of their day — because for that guest, it is.
If that's you, keep reading. If it's not, save us both the time.
About Renjoy
Renjoy is redefining short-term rental hospitality, one exceptional stay at a time. We manage 200+ vacation rentals in Colorado, USA — and we're scaling to 750+ in the next two years. We don't just manage properties. We craft experiences. And behind every amazing guest stay is a team that lives our core values:
See Something, Do Something — Action beats intention.
Do What You Say — Words are cheap. Follow-through builds trust.
Make It Better — Good enough isn't.
Own the Miss — Fess up fast. Fix it faster.
Say the Hard Thing — Speak truth with care.
We're a hospitality company that happens to manage rentals. The difference matters.
About the Role
You're the voice of Renjoy. You own communication with guests from the moment they ask their first question, through their stay, all the way to the post-checkout follow-up. You'll work shifts somewhere in the 7 AM–11 PM Mountain Time window — no graveyards, no scripts, no robotic call flows.
This role is built for the hard moments. AI handles the easy stuff — the WiFi password, the early check-in question, the simple confirmations. You handle everything else: the guest who arrives at 11 PM to a broken AC with three crying kids. The owner whose property just got a 3-star review. The lockout in a snowstorm. The angry caller who needs to feel heard before they'll listen.
You'll use modern tools (Guesty, Slack, Trellis, AI-assisted messaging) to make things happen behind the scenes. When a guest texts at 9 PM about a hot tub that won't heat, you don't open a ticket and walk away — you solve it. You loop in maintenance. You write the guest back like a human. You follow up the next morning to make sure everything's good.
This role is the front line of the Renjoy brand. We need someone who takes that personally.
What You'll Do
Be the Voice of Renjoy
Handle the hard guest conversations — phone, text, email — with calm, warmth, and ownership
Provide pre-stay clarity, in-stay solutions, and post-stay follow-up
De-escalate tense situations and turn them into 5-star recoveries
Set expectations proactively so problems don't happen in the first place
Own the Problem, Drive the Solution
Coordinate with cleaners, maintenance, and vendors in Colorado to solve issues — fast
Make decisions in the moment. We trust you with the call.
Escalate clearly when things truly need it. "Not my job" doesn't fly here.
Close the loop. Every time.
Make the System Better
Spot recurring guest issues and flag them — or fix them yourself
Suggest guidebook updates, smarter automations, better processes
Treat every guest issue as a chance to level up the experience for the next guest
Communicate Cross-Functionally
Slack with Ops, Housekeeping, and Maintenance like a pro
Document cleanly so the next person can pick up where you left off
Who You Are
Native or near-native English — written and spoken. You sound like a guest's friend, not a call center. You can read a room over the phone.
3+ years in customer service. Hospitality, hotels, BPO with US clients, SaaS support, high-end retail, concierge — all good. Vacation rental experience is a strong plus.
Calm under pressure. Power outage at 10 PM? Lockout? AC broken in July? Angry guest yelling? You're clear, kind, and in control.
A communicator. You write like a human. You think like a guest. You act like an owner.
Decisive. You can make a $200 judgment call without escalating to a manager. You know when to spend money to save a stay.
Tech-comfortable. You've used Slack, Notion, a CRM or PMS. You learn new tools fast.
A builder. You don't just respond to problems. You build better systems so they stop happening.
A rockstar setup. Reliable high-speed internet (50+ Mbps), modern computer, quality headset, quiet workspace. Non-negotiable.
Why You'll Love This Job
Real voice. You'll shape how we deliver hospitality — your ideas matter.
Real autonomy. You're trusted to make calls. We hate micromanagement as much as you do.
Real people. Smart, kind teammates who move fast, fix things, and have each other's backs.
Annual team trip to Colorado. Top performers can get flown out, put up in one of our properties, and shown the homes they've been talking about all year.
Paid time off
$1,200–$1,800 USD/month based on experience. Paid via our HR software. We have several top performing team members in Honduras and throughout the world already and a strong global team (from PH to Kenya to Honduras)!
If you want to hide behind a script, this isn't it. If you want to handle the moments that actually matter — apply.
How to Apply
The Loom video below is required and it's the most important part of your application. We watch every single one. If it's missing, generic, or low-effort, we don't read the rest. If it's authentic, sharp, and shows us who you actually are — we move you to the front of the line.
We move fast. From application to offer is typically 7–10 days for the right person.
Salary: 1,200 - 1,800 USD a monthOriginally posted on