Customer Experience Specialist, NAM

About Jetstream Jetstream Hospitality Solutions manages guest services for short-term rental and resort partners around the world. Our Guest Services team runs live, around-the-clock support across three regional teams so that no matter where or when a guest needs help, someone is on shift to handle it. This is not a scripted support queue. Every shift involves real judgment, balancing guest satisfaction with business needs while making thoughtful decisions in real time. About the Role We're hiring a Customer Experience Specialist to join our Guest Services North America team, supporting guests and property partners through fast-moving, high-volume live contact during the North American workday. You'll make judgment calls across multiple live channels at once, rather than working through a slower, process-driven queue. Guests reach out for all kinds of reasons: they need help, have a question, or something has gone wrong. How you handle those moments - staying calm, helpful, and fair - is what defines this role. This engagement covers North America hours within Jetstream's 24/7 global guest support model, coordinating with other regional coverage windows to ensure continuity for guests. What You'll Do Handle a high volume of live guest and partner contact across phone, email, WhatsApp, live chat, and booking platform messaging, often across several channels at once Confirm new bookings, process cancellations, and handle date or stay changes, keeping every system accurate as you go Log and track guest complaints in our ticketing system, working each case from start to finish until it's fully resolved Take ownership of guest complaints in the moment, gathering the facts quickly and deciding fair compensation within your authority Work through real-time guest issues as they come in, thinking on your feet rather than following a fixed script, and knowing when to bring in support Reconcile payments and follow up on outstanding balances, including cleaning up flagged disputes and chargebacks Review guest screening results and act on anything flagged, following defined steps for approvals, escalations, and edge cases Flag and escalate anything outside your authority clearly and fast, whether that's a compensation decision above your limit, a policy question, or a system problem Hold your own during solo coverage windows, including evenings, weekends, and the occasional busy stretch, without letting things back up What We’re Looking For 1–3 years of experience in customer service, guest services, a contact center, or another customer-facing role Fluent Spanish and fluent or professional working proficiency in English, both spoken and written Able to commit to an 8-hour availability window between 8:00 am and 7:00 pm Genuine patience with guests who are having a hard day, without letting it wear you down or carry into your next case Stamina to sustain quality and professionalism across a continuous flow of live calls, chats, and messages for a full shift A forward-thinking problem solver who takes initiative rather than waiting to be told what to do — very little in this role is black and white, and you'll need to think through gray areas on your own Comfortable making a real decision in the moment, weighing what's fair for the guest against what makes sense for the business, rather than just following a script Working comfort with multiple software tools at once (system documentation and reference materials are available to ensure you get up to speed quickly) Clear, calm written and verbal communication, especially when a guest or partner is upset What Sets You Apart A proven track record in a fast-paced, high-volume environment, such as a contact center, complaints line, guest services, or a live support queue, where you've already put these skills into practice Hospitality, short-term rental, or OTA platform experience; you already speak the language of bookings, cancellations, and guest platforms (an asset, not required) Known for helping teammates succeed, sharing knowledge, and contributing positively to the team Comfort with basic financial reconciliation: matching totals, spotting discrepancies, and understanding the difference between cost and margin French language skills are considered an asset Why Join Jetstream? Fully remote flexibility A global team helping shape guest experiences across leading travel and hospitality platforms Hands-on experience with leading AI tools, with room to grow as the team scales A collaborative, multilingual, and international team environment Ready to Join Us? If you’re passionate about customer service, solving problems in real time, and delivering exceptional experiences with empathy and good judgment, we’d love to hear from you. Please submit your resume and cover letter in English when applying. Only applications with a cover letter will be considered. Compensation and Schedule Compensation range: $8 - $9 USD per hour. Compensation is based on experience, language proficiency, and relevant customer service experience. Schedule: 40-hours a week, 8-hour shifts scheduled between 8:00am and 7:00pm, depending on business and seasonal needs. Shift windows are shared four weeks in advance, so you’ll always know your working hours well ahead of time.