Customer Service Specialist – Remote

About the role

This is a remote, writing-first customer service role for hospitality and consumer brands. You will be the voice guests hear back from online, responding to reviews, comments and direct messages and turning every interaction into a great guest experience. The work is done in each brand's unique voice.

Key responsibilities

• Respond to guest and customer reviews on online reputation platforms, with a timely, professional and personal reply.
• Monitor and answer social media comments and direct messages, keeping track of every customer conversation.
• Work with clients and internal teammates to resolve questions raised in comments and DMs.
• Keep a consistent brand voice across reviews and social channels, adapting to each client's tone.
• Stay up to date on each client's offerings, policies and details so answers are accurate.
• Maintain and update internal client FAQ documents.
• Communicate promptly and clearly with the team, and keep up with customer experience trends and best practices.
• Be flexible with your workweek, which may shift during peak season (May–September).

Required profile

• Experience in customer service, guest relations, community management or a similar customer-facing role.
• Excellent written and spoken English, including the confidence to join and speak on client calls.
• Strong writing and copywriting skills, able to respond quickly and creatively while keeping a warm, human tone.
• A real passion for writing and close attention to detail.
• A responsible self-starter who works well independently and in a team, and is comfortable giving and receiving feedback.
• Awareness of cultural and social media trends.

Nice to have

• Familiarity with Facebook Business Manager (Meta Business Suite).
• Experience using online review or reputation management platforms.
• Background in hospitality, travel or tourism.