Customer Service Manager for Property Management (US-Based, Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. We are currently seeking a Virtual Assistant for a Property Management Company. This position offers a unique opportunity to work remotely and collaborate with a team of professionals in the property management field.

The Customer Service Manager/Operations Manager will act as the central leader of day-to-day operations across multiple markets. This role combines vendor management, guest relations, team supervision, and process oversight. The right candidate will have a proven ability to manage staff and vendors, resolve escalations, and enforce operational standards while maintaining a high level of guest satisfaction. This position is designed to take on much of the operational responsibility currently handled by ownership.

Responsibilities

• Handle escalated guest inquiries, emergencies, and last-minute reservations.
• Manage claims, refunds, and disputes with online travel agencies (OTAs).
• Maintain guest satisfaction by addressing reviews, quality issues, and behavioral concerns.
• Make day-to-day decisions around refunds, alterations, and incident management within budget guidelines.
• Recruit, vet, and oversee vendors (cleaners, handymen, contractors, technicians).
• Supervise turnover and maintenance teams to ensure unit readiness and quality.
• Coordinate scheduled and preventive maintenance (deep cleans, carpet care, upholstery, air filters, repainting).
• Document property conditions pre/post cleaning for dispute resolution.
• Aggressively follow up with vendors to ensure timeliness and accountability.
• Oversee daily readiness tasks such as cleaning schedules, restocking, and device upkeep.
• Monitor and coordinate technology systems (wifi, smart locks, noise sensors, Minut/Ring devices).
• Troubleshoot lockouts and technology failures, dispatching vendors or locksmiths as needed.
• Ensure resolution of one-off maintenance issues (pest control, leaks, broken furniture,missing fobs).
• Lead and support a small remote operations team handling guest communications and reservations.
• Conduct weekly check-ins with staff to monitor performance, morale, and compliance.
• Ensure employees are completing tasks efficiently and within SOP guidelines.
• Relay important updates (building management announcements, OTA communications, SOP updates) to the team.
• Maintain and update all operational SOPs in Notion.
• Communicate updates clearly and ensure team compliance.
• Proactively identify opportunities to streamline workflows and improve efficiency.

Requirements

• 3+ years of experience in operations management, hospitality, or property
• management.
• Strong leadership skills with proven experience supervising teams and vendors.
• Excellent organizational and decision-making abilities under pressure.
• Strong communication and interpersonal skills.
• Proficiency with property management and OTA tools (Guesty, PriceLabs, Enso) is
• highly desirable.
• Ability to balance guest satisfaction with cost management and operational efficiency.
• Must be willing to work from Thursday to Monday from 10AM to 6PM EST.

Benefits

• Competitive salary
• Work From Home
• Flexible Hours