Customer Service Operations Manager

HALO HOSPITALITY
Customer Service Manager
Guest Operations • Team Leadership • AI Integration
Full-Time | Remote | Independent Contractor | $900–$1,200/mo | EST Hours

ABOUT HALO HOSPITALITY
Halo Hospitality is a full-service vacation rental management company based in Knoxville, Tennessee. We manage 70+ short-term rental properties across urban Knoxville — handling dynamic pricing, OTA optimization, guest experience, housekeeping coordination, maintenance, and owner relations. We are growing fast and building the operational infrastructure to match.
This is an Management role built for someone who wants real ownership. You will start as our after-hours CS lead and grow into expanded responsibility as the team and business scale.

THE OPPORTUNITY
We are building out our customer service infrastructure and need a senior CS lead to own after-hours guest operations, drive our AI integration, and help build the systems and documentation that will support our team long-term.

This role has three distinct phases:
PHASE 1 — TRAINING (Weeks 2–4)

Shadow our current CS team 10am–6pm EST
Learn all tools, workflows, SOPs, and property portfolio
Begin building company-wide Notion knowledge base
Start Conduit AI onboarding and integration setup

PHASE 2 — AFTER HOURS (Weeks 4+)

Own after-hours shift: 10pm–6am EST
Handle all guest communications and escalations overnight
Conduit AI live during your shift within 60 days of hire
Continue Notion knowledge base buildout during downtime

PHASE 3 — SHIFT TRANSITION (Timing unavailable at his time, but need to be prepared for possible schedule shift with notice)

Transition to a midday EST shift as operational needs evolve
Take on expanded CS responsibilities across the portfolio
Conduit AI running across all shifts
Support growth of the broader CS team


RESPONSIBILITIES
GUEST OPERATIONS

Own all guest communication during your shift — pre-arrival, in-stay, and post-checkout
Resolve guest issues, complaints, and escalations with urgency and professionalism
Coordinate with housekeeping and maintenance teams to address in-stay issues in real time
Monitor and respond to Airbnb, VRBO, and direct booking inquiries via Hostaway
Ensure response time SLAs are met across all active reservations
Manage and escalate any after-hours emergencies appropriately

TEAM & VA MANAGEMENT

Oversee and schedule VA tea ---------- mbers during your shift
Provide real-time guidance, quality checks, and escalation support for VA staff
Track team performance and flag issues to leadership proactively
Capable of hiring, onboarding, and leading a broader CS team as the role grows

AI INTEGRATION — CONDUIT AI

Own the onboarding and setup of Conduit AI for guest communications during your shift
Build, test, and refine AI response workflows in coordination with leadership
Target: Conduit AI live and handling guest comms during your shift within 60 days of hire
Document all AI workflows and escalation logic in Notion for team-wide use
Support 24/7 AI rollout across all shifts as operations expand

KNOWLEDGE BASE & DOCUMENTATION

Build and organize Halo's company-wide knowledge base in Notion from the ground up
Document all guest communication SOPs, escalation playbooks, housekeeping workflows, and property-specific notes
Keep documentation current as properties are added and workflows evolve
Create onboarding materials for future CS team hires

PROPERTY & OWNER OPERATIONS

Support onboarding of new properties into Hostaway, SuiteOp, and Breezeway
Coordinate housekeeping schedules and quality control via Breezeway
Assist with owner communication and reporting as directed
Flag property-level issues — maintenance needs, listing problems, performance concerns — to the appropriate tea ---------- mber


REQUIREMENTS

3+ years in short-term rental operations with a customer service focus — non-negotiable
2+ years managing or supervising other VAs or remote tea ---------- mbers
2+ years working directly with property owners or clients
Hostaway — proficient in daily PMS operations, reservations, and messaging
Breezeway — proficient in housekeeping coordination and quality control
SuiteOp — proficient in operations and guest experience workflows
Notion — proficient in building and maintaining structured knowledge bases
Conduit AI — experience preferred; strong AI tool aptitude required if not
Claude / AI tools — comfortable using AI for communication, documentation, and workflow building
Exceptional spoken and written English — professional, warm, and clear under pressure
Must be available 10pm–6am EST to start; must be open to transitioning to a midday EST shift as needed
Consistent availability is non-negotiable — this role covers live guest operations


NICE TO HAVE

Experience onboarding new STR properties end-to-end
Familiarity with Airbnb and VRBO back-end resolution processes
Background in hospitality, hotel operations, or property management
Experience building or scaling a remote CS team
Comfort working with automation tools and integration platforms


90-DAY SUCCESS METRICS

Conduit AI go ---------- Live during after-hours shift within 60 days of hire
Guest response time: 100% of messages/calls responded to within 15 minutes during shift
Guest satisfaction: No unresolved escalations; positive review rate maintained or improved
VA team performance: Tea ---------- mbers clear on expectations; no dropped tasks during your shift
Notion knowledge base: Core SOPs and workflows documented and organized


WHY HALO HOSPITALITY

You are joining at a growth stage — real ownership, not just execution
Work with modern tools and AI — we are building the future of STR operations
Stable, growing portfolio with 70+ properties and active expansion underway
Shift flexibility and expanded responsibility as the team grows


HOW TO APPLY
To be considered, your application must include all of the following. Incomplete applications will not be reviewed.

Your resume or work history with STR-specific experience clearly highlighted
1) Which of these tools have you used: Hostaway, Breezeway, SuiteOp, Notion, Conduit AI? Rate your proficiency in each (Beginner / Proficient / Advanced)

2) Confirm you are available for an initial shift of 10pm–6am EST and are open to transitioning to a midday EST shift within 3–6 months.

We are not looking for someone who just answers tickets. We are looking for someone who owns the guest experience, leads a team, and helps us build something. Show us that's you.

— Halo Hospitality | Knoxville, Tennessee | ----------