About Wander
Wander is revolutionizing the $100B+ shortterm rental industry. We curate every aspect of the guest experiencefrom our smart homes to our intuitive booking platform. Our mission is to help people find their happy place, and our vision is to create the infrastructure for people to experience the world.
Backed by toptier investors and led by experienced startup veterans, we're a tightknit, remotefirst team united by our passion for travel, technology, and creating unforgettable experiences.
Overview
We are seeking a highly responsive, detail-oriented Travel Concierge to deliver exceptional guest experiences from pre-arrival through post-stay. This role serves as the primary point of contact for guests, ensuring seamless communication, proactive problem-solving, and a consistently elevated hospitality standard.
This is a fast-paced, high-volume role requiring strong multitasking, attention to detail, and the ability to navigate complex workflows and policies.
Key Responsibilities
Guest Experience & Communication
- Manage a high volume of guest communications across chat, email, and phone
- Serve as the primary point of contact for guests before, during, and after their stay
- Respond promptly with clear, professional, and empathetic communication
- Answer inbound calls when necessary and handle any outbound calls with confidence and efficiency
Issue Resolution
- Handle guest concerns with urgency and a solution-oriented mindset
- Coordinate with internal teams (Property Management, Maintenance, Housekeeping) to resolve issues
- Escalate complex or high-priority concerns when appropriate
- Ensure follow-through until resolution and guest satisfaction
Operations & Workflow Execution
- Learn and accurately apply a wide range of internal policies, processes, and workflows
- Maintain and reference internal documentation (home guides, SOPs, etc.)
- Assist with booking changes, special requests, and operational coordination
- Utilize AI tools and internal systems to improve efficiency and response quality
Project & Team Support
- Support team leads and managers in executing operational or strategic projects
- Take ownership of tasks or initiatives assigned based on business needs
- Contribute to process improvements and team efficiency
Quality & Performance
- Maintain high standards for response time, tone, and accuracy in a high-volume environment
- Contribute to improving guest satisfaction metrics (NPS, reviews, etc.)
- Identify trends in guest concerns and suggest actionable improvements
Qualifications
- Highly fluent in English, both verbally and written
- 13+ years in customer service, hospitality, or concierge roles
- Experience handling high-volume chats, emails, or support tickets is strongly preferred
- Excellent written and verbal communication skills
- Strong ability to multitask and stay organized under pressure
- Detail-oriented with the ability to follow complex processes accurately
- Comfortable learning and using AI tools and multiple systems
- Ability to confidently handle guest calls when needed
- This job serves the hospitality industry and requires the ability to work holidays and weekends
- Have a smooth-running laptop that can handle multiple tabs and software at the same time
- Have strong internet access at home, as well as internet and power backup
- Strong organizational and leadership skills, ensuring that projects are delivered on time, within scope, and on budget
What We're Looking For
- A hospitality-first mindset you genuinely enjoy helping people
- Highly adaptable and quick to learn systems, workflows, and policies
- Strong sense of ownership and accountability
- Calm and solution-oriented under pressure
- Team-oriented and open to taking on additional responsibilities
Success in This Role Looks Like
- Efficiently managing high concurrent volumes of communication without sacrificing quality
- Strong knowledge and consistent application of internal workflows and policies
- Quick, effective resolution of guest issues
- Positive guest feedback and strong review performance
- Reliable support on team initiatives and projects
Schedule & Work Environment
- Schedule includes working during weekends and holidays
Compensation
$20,000/year
