Guesty is seeking exceptional individuals with a passion for customer service, experience with working with web development or website building platforms, and a knack for problem-solving to join our dynamic team as a Website Customer Experience (CX) Specialist. We're transforming the hospitality industry, and we need talented professionals who understand website development platforms and can support users in creating and maintaining their online presence with Guesty. If you're ready to make a significant impact and advance your career, this role is for you!

• Deliver outstanding customer service by swiftly resolving complex website-related and Guesty platform related queries via primarily chat and ticket, as well as some phone
• Demonstrate strong troubleshooting skills to diagnose and solve technical website issues efficiently, including HTML/CSS problems, design elements, and functionality concerns
• Guide users through our website builder features and functionality with patience and clarity, helping them create and optimize their online presence
• Assist customers with website customization, template selection, domain configuration, and integration with third-party services
• Manage a high-volume ticket queue, prioritizing based on urgency and SLAs
• Contribute to and maintain our knowledge base with website-specific tutorials, best practices, and common solutions
• Collaborate closely with web developers and technical teams to ensure customer satisfaction and website functionality
• Adapt quickly to changing priorities and new website builder features and updates
• Identify and communicate patterns in customer website issues to help improve our products and processes
• Act as a customer advocate—ensuring their voices are heard and their website needs are met

• Proven track record of 2+ years in a customer-facing role, preferably in website support or web development environment
• Strong knowledge of web technologies including HTML, CSS, responsive design principles, and basic JavaScript
• Experience with website builders or content management systems (like Wix, WordPress, Squarespace, etc.) either as a user, developer, or in a support capacity
• Exceptional problem-solving and troubleshooting skills related to website functionality and design challenges
• Ability to thrive in a fast-paced, high-growth environment and quickly adapt to change
• Exceptional verbal and written communication skills—able to simplify complex web concepts for non-technical customers
• Ability to think critically, use good judgment, and go beyond scripted solutions for website-related issues
• Strong technical aptitude and ability to quickly learn new web technologies and systems
• Customer-first mentality—empathetic, proactive, and always willing to go the extra mile
• Self-starter with a passion for learning and continuous improvement in web technologies
• Flexibility to work shifting schedules, including night shifts
• Previous chat support experience is a plus!
• Experience in the hospitality, travel, or SaaS industry—a plus!