Cloud9

Guest Experience Specialist – Native Speaker

Cloud9

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage guest communication across channels (inquiries, bookings, in-stay support, post-stay follow-up)
  • Respond quickly and thoughtfully to guest needs, ensuring a high-quality experience
  • Resolve issues in real time, with a strong focus on empathy and problem-solving
  • Escalate complex cases when needed, ensuring smooth handoffs
  • Personalize communication — balancing efficiency with a human touch
  • Use internal tools, SOPs, and AI solutions to improve speed and quality of responses
  • Identify recurring guest issues and share insights with the team to improve operations
  • Collaborate closely with operations and other teams to ensure a seamless guest journey

Requirements

  • 2+ years of experience in customer service, guest experience, or customer success
  • Excellent written and spoken English (native or near-native level)
  • Strong communication skills with attention to detail
  • Ability to stay calm and solution-oriented in fast-moving situations
  • Interest in AI tools, automation, and improving workflows through technology
  • Comfortable working in a fast-paced startup environment with evolving processes
  • Strong sense of ownership and accountability
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceguest experiencecustomer successproblem-solvingattention to detailworkflow improvementAI toolsautomation
Soft Skills
communicationempathysolution-orientedownershipaccountabilitycollaborationadaptability