A proactive, customer-focused Customer Support Specialist is needed to ensure every user receives timely, accurate technical support. This role exists to be the frontline problem-solver who helps hosts troubleshoot product issues, resolve technical challenges, and maintain smooth operations across their rental businesses.

• Job Location: Remote
• Salary: $5 per hour (payment via Deel)
• Employment Type: Freelance, Remote
• Application Deadline: Not stated (posted April 29th, 2026)

• Good fit for someone with at least 1 year of technical support experience using live chat as the primary channel
• Ideal for candidates who can adapt their tone from patient and educational to efficient and technical depending on the customer
• Opportunity to support a leading property management SaaS platform trusted by over 30,000 users worldwide
• Work with a product that includes AI-powered guest communication, smart pricing, and direct booking tools

Magic, Inc has connected top remote talent with fast-growing businesses for over 10 years. Founded in San Francisco in 2015, the company now has thousands of remote workers around the world and is backed by Sequoia Capital and Y Combinator. The client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate operations across booking channels like Airbnb, VRBO, and Booking.com.

• Respond to customer inquiries through live chat with professionalism and speed
• Provide technical troubleshooting for product features, integrations, and platform functionality
• Handle phone and email support requests when needed to ensure comprehensive coverage
• Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
• Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
• Maintain detailed records of customer interactions, issues, and resolutions in CRM or ticketing systems
• Document recurring issues and system bugs, escalating them to appropriate internal teams
• Adjust communication style based on customer needs
• Maintain a professional yet personable tone across all customer touchpoints
• Follow internal support procedures and quality guidelines

• Minimum 1 year of experience in technical support with live chat as a primary channel (omni-channel support experience required)
• Native-level English proficiency (C2) with exceptional written and verbal communication skills
• Proven ability to adjust tone and communication style based on customer context
• Strong problem-solving skills and attention to detail
• Proactive, self-motivated communicator who takes initiative
• Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility
• Willing to work APAC or EU timezone based on business needs
• Prior experience supporting SaaS platforms or short-term rental and hospitality tools (nice to have)
• Experience working with international clients or English-speaking markets (nice to have)
• Computer with at least 8GB RAM, Intel i5 core processor or AMD Ryzen 5 processor or higher
• Internet speed of at least 40MBPS
• Headset with extended mic (noise cancellation) and webcam
• Backup computer and internet connection
• Quiet, dedicated workspace at home

How to Apply
Interested and qualified? Apply here

Why this job might be a good fit
This role is ideal for a technical support specialist with at least 1 year of live chat experience who is comfortable working weekends and graveyard shifts, has native-level English proficiency, and wants to support a global SaaS platform for property managers.

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