Owner Support Specialist – Customer Support
Owner Support Specialist – Customer Support (Spanish Speaker)
Remote | Freelance / Independent Contractor | Spain Working Hours
About GuestReady
GuestReady is a leading short-term rental and hospitality management company operating across multiple markets, including the UK, France, Portugal, Spain and the UAE.
Since 2016, we have combined technology with high-quality hospitality services to help property owners get the most out of their properties and deliver excellent guest experiences.
We are looking for an English-speaking Owner Support Specialist to join our UK Owner Success team. This is a fully remote opportunity offered on a freelance/independent contractor basis, requiring availability during UK business hours.
Role Overview
As an Owner Support Specialist, you will be one of the main points of contact for property owners, providing day-to-day support and ensuring their questions, requests and concerns are handled efficiently and professionally.
Your main responsibilities will include answering incoming calls, managing support tickets, responding to emails and coordinating with internal teams to resolve owner-related issues.
You will play an important role in delivering an excellent owner experience by ensuring timely communication, effective problem-solving and proper follow-up on all requests.
Key Responsibilities
Owner Communication: Handle incoming calls, emails and support requests from property owners, providing clear, friendly and professional assistance.
Ticket Management: Manage and respond to owner support tickets through our internal systems, ensuring requests are properly tracked, prioritised and resolved within expected timelines.
Issue Resolution: Investigate owner questions and concerns, provide accurate information and find appropriate solutions.
Internal Coordination: Work closely with Operations, Guest Experience, Finance and Account Management teams to resolve issues and ensure smooth communication.
Escalation Management: Identify complex or sensitive situations and escalate them to the appropriate teams or Account Managers when necessary.
Follow-up: Ensure owners receive timely updates on their requests and that outstanding issues are followed through to resolution.
CRM & Documentation: Keep accurate records of owner interactions, support tickets and resolutions in our CRM and internal platforms.
Owner Experience: Build positive relationships with property owners by providing reliable, empathetic and solution-oriented support.
Continuous Improvement: Identify recurring issues and suggest improvements to internal processes and the overall owner support experience.
What We're Looking For
Previous experience in Customer Support, Customer Service, Owner Support or a similar client-facing role.
Native Spanish and fluent English: communication skills, both written and spoken.
Comfortable handling a high volume of incoming calls, emails and support tickets.
Strong communication and interpersonal skills, with the ability to handle difficult conversations professionally.
A customer-focused mindset and a genuine interest in helping people.
Strong organisational skills and the ability to manage multiple requests and priorities simultaneously.
Good problem-solving skills and attention to detail.
Confidence using CRM platforms, ticketing systems and digital tools.
Ability to work independently in a remote environment while collaborating with an international team.
Availability to work Spanish business hours.
Availability to work some weekends.
Nice to have:
Experience in short-term rentals, property management, hospitality or proptech.
Previous experience using HubSpot, Zendesk or similar customer support platforms.
Experience supporting international customers or clients.
Please note: This is a customer support role focused on handling owner requests and resolving day-to-day issues. Previous experience managing a commercial portfolio of accounts is not required.
Contract
This opportunity is offered on a freelance/independent contractor basis and is open to candidates who can work remotely during UK business hours.
You will provide services to GuestReady as an independent contractor rather than as an employee, on a full-time basis.
Further details regarding the working schedule, compensation and collaboration model will be discussed during the recruitment process.
Why Work With GuestReady?
Join an international, multicultural team in the travel and hospitality industry.
Enjoy the flexibility of working remotely.
Gain experience in a fast-growing, technology-driven hospitality company.
Collaborate with colleagues across different countries and departments.
Develop your customer support and problem-solving skills in an international environment.
Be part of a supportive team that values collaboration, ownership and continuous improvement.
Join Us
GuestReady is committed to creating an inclusive environment and welcomes applications from people with diverse backgrounds, experiences and perspectives.
If you enjoy helping people, solving problems and delivering excellent customer service, we'd love to hear from you!