Key Facts

Remote From:

Full time

English

Hard Skills

Customer Success Management Customer Retention Public Relations Product Renewals Product Adoption Strategies Client Services Cross-Functional Collaboration Customer Centricity Organizational Structure

Other Skills

•
Communication
•
Communication
•
Time Management
•
Empathy
•
Relationship Building
•
Problem Solving

Roles & Responsibilities

Based in the Philippines (physical location required)
Experience handling tickets and client requests
Strong organizational skills and responsiveness with ability to manage high-volume customer conversations
Thrives in a fast-paced environment and supports SMB customers

Requirements:

Handle and process cancellation requests, discount requests, and training requests, focusing on retaining customers and preventing churn
Improve usage and adoption through proactive and content-driven communications
Diagnose potential barriers to renewal and work with customers to overcome these barriers
Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns

Hostaway

Computer Software / SaaS

About Hostaway

Hostaway is the world's leading vacation rental management software, perfect for those with 2 to 1,000+ listings. We make it easy for you to get more out of your business while spending less time with tedious manual tasks. What we offer: - Channel Manager - Property Management System - Messaging Services - Mobile Apps - User Management - Booking Engine - Revenue Management - Dynamic Pricing - API Our dedicated team brings their deep experience of the sector to the forefront, giving you continual insight into how best to run your business anywhere in the world. More bookings. Less hassle.

Company type: Scaleup

Industry: Computer Software / SaaS

Founded: 2018

Company size: 201 - 500

Website LinkedIn See all jobs →

Job description

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within the Philippines.

This shift will be working on US EST timezone.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

About the role

We’re looking for a Customer Success Associate to join our team and support our SMB customers across key markets. This is a great opportunity for someone who enjoys working closely with clients, thrives in a fast-paced environment, and loves turning day-to-day customer interactions into long-term success and retention.

In this role, you’ll act as a trusted partner for a portfolio of small and medium-sized customers, helping them navigate requests, solve issues, and get ongoing value from Hostaway. A large part of your day-to-day work will be focused on managing tickets and client requests, so we’re looking for someone who is organized, responsive, and comfortable handling a high volume of customer conversations with care and confidence.

Your Mission

Handle and process cancellation requests, discount requests, and training requests, focusing on retaining customers and preventing churn
Improve usage and adoption through proactive and content-driven communications
Diagnose potential barriers to renewal and work with customers to overcome these barriers
Demonstrate commitment to our customer base through the highest level of responsiveness
Identify ways we can consistently delight our customers
Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns