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Open nowPosted 36 days ago

PMS Support Specialist

rovetravel3 open roles

Where
Mexico
Work mode
Remote
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Your applicationOpen nowPMS Support Specialistrovetravel · Mexico

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Share of postings closed within
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  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 36 days ago

The posting

Job Description

(Full-time Remote Contractor, Global)

About Rove Travel and Andora

Rove Travel is a venture-backed luxury furnished rental brand operating in top destinations across New York City, the Hamptons, South Florida, and Aspen. Andora is our software platform for short-term rental hosts, designed to help them run better operations, streamline their workflows, and grow revenue.

As Andora scales, we are building a host support function that combines responsive service, practical hospitality expertise, and deep product knowledge. This role will be the frontline resource for hosts using the platform and an important voice in shaping how the product evolves.

Role

Andora Host Support Specialist (Full-Time, Remote — Global)

Working hours / coverage

  • USA ET business hours (8am–5pm)
  • Expected to include regular weekend coverage with consecutive off-days during the week

What you’ll do

Become the Andora product guru

  • Develop expert-level knowledge of Andora’s features, workflows, settings, integrations, limitations, and best practices.
  • Serve as the go-to subject matter expert for host questions and internal teams seeking guidance on how the platform works.
  • Stay current on product releases and proactively translate new functionality into clear, practical guidance for hosts.
  • Continuously test and explore the software from a host’s perspective to identify friction, gaps, and opportunities.

Deliver responsive host support

  • Own incoming Andora host support questions across designated channels, with a focus on timely, accurate, and friendly resolutions.
  • Answer feature and workflow questions, troubleshoot issues, and guide hosts through the best way to use the platform.
  • Reproduce and document suspected bugs, gather the necessary details, and escalate technical issues to the appropriate team.
  • Maintain clear support records, follow through on open items, and keep hosts informed until resolution.
  • Build and maintain reusable responses, help content, and internal documentation for common questions.

Lead onboarding and education

  • Host recurring onboarding webinars and live product-training sessions for new and existing Andora hosts.
  • Guide hosts through initial setup, core workflows, and recommended best practices.
  • Create and improve webinar materials, walkthroughs, FAQs, and other educational resources.
  • Identify where hosts commonly get stuck and proactively improve onboarding and education to reduce friction.

Manage deactivation requests

  • Receive and process host deactivation requests accurately and with appropriate urgency.
  • Understand and document the reason for each request, resolve preventable issues when possible, and coordinate any required next steps.
  • Identify recurring deactivation themes and share actionable insights with product and company leadership.

Represent the voice of the host

  • Capture, organize, and synthesize product feedback from support conversations, onboarding sessions, and deactivation requests.
  • Identify recurring feature requests, usability issues, and unmet host needs.
  • Partner closely with the product team to provide context on impact, frequency, and urgency.
  • Help influence Andora’s product roadmap by bringing structured host feedback and practical recommendations into feature-development discussions.
  • Close the loop with hosts when feedback leads to improvements or new functionality.

What success looks like

  • Hosts receive fast, accurate, and helpful answers to their Andora questions.
  • New hosts understand how to configure and use the platform after onboarding.
  • Support issues and deactivation requests are documented and resolved consistently.
  • The team has clear visibility into recurring host pain points and feature requests.
  • Product decisions are informed by organized, evidence-based host feedback.
  • You become widely recognized as the internal and external Andora guru.

Ideal background

  • 1–3+ years in B2B SaaS sales, account management, customer success, or product support, ideally serving professional short-term rental hosts or property managers.
  • Our target profile is an account manager or sales/customer success professional from a property management system (PMS) or host software company such as Guesty, Lodgify, Hostaway, or a comparable platform.
  • Strong product intuition and the ability to quickly become a true Andora expert, understand host workflows, and translate customer needs into practical product feedback.
  • Individual short-term rental hosting or property-management experience is a plus. Direct experience managing listings, guests, pricing, channels, vendors, or day-to-day hosting workflows will be especially valuable.
  • Excellent spoken and written English, with the confidence to lead live webinars, manage B2B customer relationships, and explain technical concepts clearly.
  • Patient, empathetic, commercially minded, and solutions-oriented when helping users with different levels of technical comfort.
  • Highly organized, detail-oriented, and accountable for following issues through to resolution.
  • Strong judgment in distinguishing product education, configuration issues, bugs, and feature requests.
  • Comfortable identifying patterns in qualitative feedback and turning them into actionable product insights.

Preferred tools or experience: Guesty, Lodgify, Hostaway, other property management systems or channel managers, Airbnb, Vrbo, Stripe, Notion, Slack, Front, HubSpot, or comparable B2B SaaS and hospitality platforms.

Growth path

  • Begin by mastering the Andora platform and owning day-to-day host support, onboarding webinars, and deactivation workflows.
  • Grow into a senior host support or product enablement role with greater ownership of support strategy, educational content, product insights, and roadmap influence.

Compensation

  • Fixed annual salary: Competitive compensation based on experience, qualifications, and location
  • Bonus eligibility: Not initially commission/bonus-based; may become eligible for a performance-based bonus as scope and metrics are established.

Equal opportunity

Rove is an equal opportunity employer and values diversity. We do not discriminate on the basis of protected characteristics.

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