Community Manager

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

Our team is growing and we're looking for a community manager to join us!

As a Community Manager, you will be the heartbeat of Guesty’s online presence, fostering a vibrant and engaged community of hosts. You will be a trusted communication channel keeping the community up to date with Guesty’s latest product releases and initiatives, but also an empathetic and fierce customer advocate, collecting and bringing valuable feedback back to Guesty. You will initiate and execute events for our community, such as webinars and meetups, as well as prepare and distribute engaging online content. This dynamic role requires a unique blend of social savvy, communication prowess, and strategic thinking.

Simultaneously, you will be focused on the seamless transition of our clients to our new package offering. You will focus especially on proactively helping clients through the transition, with different cases while handling escalations with different internal stakeholders (such as Business, Product, Marketing, etc). You will also analyze user engagement to help find the optimal solutions to increase process pace & quality.

Responsibilities:

• Proactively engage with community members across various online platforms, fostering a positive and collaborative environment for sharing user experience and industry knowledge
• Monitor community forums, social media channels, and other online spaces and respond to inquiries, comments, and feedback promptly, resulting in better conversion and quality of service
• Collaborate with the Customer Experience and Support teams to address and resolve user concerns promptly and serve as the escalation point
• Act as a liaison between the community and Guesty’s internal teams, conveying valuable insights, concerns, and suggestions to improve products, services, or processes
• Develop and execute strategies to retain clients, and guide them through the transition process
• Analyze client's feedback and provide insights to improve the migration experience
• Develop and deliver user resources such as tutorials, webinars, announcements, and best practices to keep users informed
• Be the “voice of the client” when it comes to key Product and Strategy decisions.

Requirements:

• 1-2 years as a community manager, social media manager, CS or similar role
• Experience working for a B2C online platform - preferred
• Experience in delivering exceptional creative solutions to clients
• Knowledge of social media platforms and community forums
• Ability to effectively communicate and present solutions
• Excellent written and verbal communication skills
• A self-starter who can work independently and in a team environment
• Experience in the short-term rental / vacation rental/ hospitality industry - advantage
• Native English speaker
• Ability to work US hours

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.