Job Description

Guesty is the all-in-one platform that helps hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup transforming the industry—from enhancing guest experiences to driving business growth.

With a powerful suite of features and integrations with 150+ industry partners—including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and more—Guesty empowers property managers to deliver top-tier guest experiences while running efficient, data-driven operations.

We’re proud to have over 800 team members across 16 countries, all working together to build the future of hospitality technology.

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

We are seeking outstanding CX AI Specialists to join our team in a hybrid role

If you love helping customers, enjoy solving problems, and thrive in a fast-paced environment, we invite you to be part of our journey!

As a CX AI Specialist at Guesty, you’ll continue delivering exceptional service to enterprise clients while ensuring that our AI responds accurately and building the knowledge base it relies on. You will remain the primary voice of the customer—guiding interactions and resolving issues—but with the exciting added responsibility of helping our AI learn from real conversations to better support customers in the future.

You will play a key role in shaping the future of AI-assisted support, improving customer experience, and enhancing the tools and processes that drive our success.

Work Model: This role is open in Manila and Cebu. Work model details will be discussed during the hiring process.

Responsibilities

• Deliver exceptional service to our enterprise customers via tickets (email), chat, and occasional phone calls, acting as their go-to technical resource.
• Investigate and diagnose challenging software issues, guiding users through solutions with patience and clarity.
• Efficiently manage a high volume of support tickets, prioritizing issues based on urgency and our Service Level Agreements (SLAs).
• Identify recurring issues and communicate customer feedback to our product and engineering teams to help improve the Guesty platform.
• Review and correct AI-generated responses to ensure they are accurate, high-quality, and helpful, playing a key role in improving our support tools.
• Contribute to our library of support articles and guides, helping customers help themselves

Requirements

• 4+ years of experience in a customer-facing role, preferably providing technical support for a SaaS or software product.
• Proven experience supporting B2B or enterprise customers is required.
• Strong problem-solving and troubleshooting skills with a logical approach to technical challenges.
• Excellent communication skills: You must be able to explain complex technical topics in simple, easy-to-understand terms.
• You learn new software and systems quickly and are comfortable with technology.
• You are empathetic, proactive, and committed to finding the best solution for the customer.
• You thrive in a fast-paced, high-growth environment where priorities can shift.
• You are able to work shifting schedules, including night shifts, to support our global customer base.
• Strong preference for candidates with a degree in information technology, mathematics, computer science, or a similar field.

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Why You’ll Love Working With Us in Manila!

Welcome to our Manila team! Here, we mix meaningful work with exciting perks and a workplace culture that makes every day worth showing up for. Enjoy the best of both worlds with our hybrid work setup- focus at home, collaborate in the office.

Health & Wellness, Covered

• HMO with Life Insurance – Your health is our top priority.
• Dental Plan – For you and one lucky dependent.
• Wellness Programs – Stay sharp, stay healthy, stay balanced.

Grow, Glow, and Go Big

• Performance Bonuses & Incentives – Recognizing results, rewarding impact.
• Referral Program – Bring in awesome people and earn rewards!
• Professional Development – Learn, lead, and level up your career.

Time Off & Time to Celebrate

• 24 Paid Leaves – Recharge, explore, or just Netflix and nap.
• Birthday & Work Anniversary Celebrations – Because you deserve more than just a cake emoji
• Team Events – We work hard and party harder!

Office Perks That Make You Smile

• Weekly Waffles, Ice Cream, & Games – Yes, really.
• Unlimited Coffee – Your caffeine needs, fully supported.
• Fun Workspaces – Collaboration, comfort, and good vibes only.

Work Setup

• Hybrid

Join us and discover how work can be both exciting and rewarding!

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.