Assistant Account Manager

Assistant Account Manager

Haven
Full-time | Remote

Department: Operations

Schedule: Enough daily overlap with US working hours to close loops the same day

Reports to: Account Manager

Compensation: USD $2,000 / month

About the brand

Haven manages cabins and mountain homes in the Great Smoky Mountains and around Knoxville, Tennessee. Steep driveways, hot tubs, wood stoves, and a season that swings from quiet weeks to a full house every weekend. It is a market where property care is guest experience: a cold hot tub is a ruined anniversary.

The role

You are the person who makes sure the thing that was agreed actually happens. You work alongside our Account Managers and keep the owner side of the business moving: reading every review and turning it into a response and a next step, keeping listings accurate and live on every platform, getting owner approvals in front of owners and back again, and making sure every issue raised in Slack or Trellis ends with someone doing something about it.

When an Airbnb listing is at risk, you are the one who builds the appeal. When a property leaves us, you close it out cleanly across every tool. It is a role for someone who is happier with a closed loop than a busy inbox, and who will chase a vendor a third time without being asked.

Where you sit

You sit in Operations and work every day with our Account Managers, Dispatch, and the guest experience and field operations teams, and regularly with Finance, Revenue, vendors and local realtors. This is not a role where you are handed a queue and left alone.

This role is remote and open to people anywhere in the Americas. Because Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

What you'll own

• Read every review, draft responses and appeal the unfair ones when the case is there.
• Keep listing information and photos accurate across Airbnb, Guesty, Breezeway, SuiteOp and our own tools.
• Catch suspended or at-risk Airbnb listings early and build the appeal when needed.
• Get owner approvals out through Trellis, email or message, and follow up until they come back.
• Book owner stays and send owners their check-in instructions.
• Turn every tag in Slack and Trellis into a clear next step, following up with Dispatch and vendors until it is done.
• Schedule STRU fire inspections, coordinate realtor showings and close out offboardings across every tool.
• Support Finance, Revenue and the AMs on owner statements, invoice checks, pricing adjustments and damage claims.

How you'll live our core values

Five values run this company, and we hire and promote against them.

• See Something Do Something: if you spot it, it is yours. Nobody here is allowed to walk past a problem because it belongs to another team.
• Do What You Say: a commitment with a date on it is a promise. If it slips, you say so before it is late, not after.
• Own the Miss: we get things wrong. What matters is that you name it first, fix it, and make sure it cannot happen the same way twice. Nobody is punished for a miss they owned.
• Say the Hard Thing: kindly, directly and early. Silence in a meeting followed by a private complaint is the one behaviour we will not carry.
• Make It Better: leave the process, the property or the shift in better shape than you found it. Small improvements, constantly, beat big ones occasionally.

What you bring

• Enough daily overlap with US working hours to close loops the same day.
• Written English clear enough for owner, vendor and platform correspondence, including a review response or an appeal that gets read and acted on.
• Experience with scheduling, coordination, operations or admin where you owned the follow-through.
• Comfort with everyday tools: Google Workspace, Slack, a PMS and spreadsheets.
• Familiarity with Airbnb's host side, Trellis or short-term rental operations is a plus.
• Reliable internet and a quiet place to work.

What to expect

This is a long-term team role on a strong, established global team, with structured onboarding and ongoing support.

How to apply

Apply here — it takes about four minutes on a phone. You will answer a handful of questions written to find out what you can actually do, upload a résumé, and record a short voice note so we can hear how you sound with a guest. There is no cover letter and there is no portal account to create.

Every single applicant hears back from us, including a no. If we are not moving forward we will tell you, and we will tell you why. If you need an accommodation to complete this application, email careers@stayd.co — asking never counts against you.