Operational Support Analyst

Description

**What is it like to be part of the Seazone team?** Being part of this team means you will help build the team of the largest national Airbnb partner company and one of LinkedIn's Top 20 Startups, contributing to our mission of bringing innovation and technology to the vacation rental market — with the goal of maximizing profitability for property owners and investors, while ensuring an outstanding experience for guests choosing Seazone properties as their home-away-from-home. **What does our Guest Support team do?** The Guest Support team is responsible for managing the experience of guests who choose Seazone properties as their home-away-from-home. We operate on the front line, ensuring a smooth journey from check\-in to check\-out: we monitor requests, resolve incidents within SLA, and connect different departments to deliver agile, empathetic, and effective support — through a digital and process-driven model. **Your responsibilities:** * Provide guest support via our official channels, ensuring clear, empathetic, and efficient communication; * Manage and track requests, questions, and incidents during the guest’s stay, ensuring resolution within SLA; * Record and update information in internal systems (e.g., Stays, Booking.com, Airbnb, etc.), maintaining an organized and complete history; * Collaborate with other departments (e.g., Operations and Commercial) to resolve cross-functional issues and enhance the overall customer experience. **What we expect from you:** * Prior customer service experience, preferably in a digital or hospitality environment; * Strong written and verbal communication skills, with emphasis on clarity, empathy, and problem-solving; * Organizational skills and attention to detail to handle multiple concurrent tasks; * Familiarity with digital tools (e.g., Google Workspace, customer support platforms, CRMs, etc.); * Availability to work on a 12x36 shift schedule. **You’ll stand out if you have:** * Prior experience supporting customers on accommodation platforms (e.g., Airbnb, Booking, Decolar, etc.); * Basic knowledge of operational processes in the vacation rental industry; * Ability to calmly and solution-focusedly manage crisis situations or conflicts; * Intermediate English or Spanish proficiency for supporting international guests; * Experience working remotely and autonomously managing tasks and priorities. **Perks** ️ Meal allowance \- iFood Benefits worth BRL 462.00; Health and dental insurance after 6 months as a PJ contractor at Seazone; Biannual performance reviews with growth opportunities; ️ Feedback-driven culture; Birthday day\-off; * ️Paid maternity/paternity leave; Referral bonus; ✈️ Discounts on accommodations via our booking website; ️ Accommodation in Florianópolis (SC) for Seazone’s anniversary celebration event; ️ Coworking office available in Florianópolis (SC). **Partnerships** ️‍ ️ Partnership with Gympass; Partnership with language schools; Partnership with ACATE \- discounts on university tuition fees and other benefits; Partnership with Conexa Saúde and Psicologia Viva \- 24-hour telemedicine; Partnership with Guapeco \- Pet health insurance plan. **About the hiring** PJ contract; ‍Remote work; Paid 15-day break every 6 months of contract.