Job Description

Customer Service Executive Location: On-Site, Edinburgh Employment Type: Full-time Sector: Short-Term Rentals / Property Management About mySTAYINN At mySTAYINN, we're revolutionising the short-term let management industry. After extensive research and development, a successful pilot phase, and full establishment in 2021, we've rapidly grown to manage over 200 full-management listings, alongside a growing base of software clients. With a presence across 20+ cities in the UK, Europe, and Asia, we continue to expand our team and operations. We are now seeking enthusiastic and dynamic Property Managers to help us scale even further. Role Overview We are looking for a highly organised and detail-oriented Customer Service Representative to manage daily guest operations across multiple properties. This role requires strong attention to detail, the ability to follow structured processes, and confidence working across several channels and software systems in a fast-paced environment. Key Responsibilities Manage daily guest communication across multiple channels Oversee daily check-ins and check-outs to ensure guests receive correct information on time Monitor booking statuses and ensure payments, deposits, and online check-ins are completed and accurately recorded Send reminders and follow-ups to guests and track completion Prepare and share daily operational updates with the team Manage complaints, refunds, claims, chargebacks, and reviews in line with company procedures Carry out daily system checks to ensure bookings, availability, and automated communications are correct Coordinate with housekeeping and maintenance teams regarding cleans, access issues, and last-minute changes Identify and resolve booking discrepancies, conflicts, or system delays Maintain accurate records across internal systems and shared documents Follow internal checklists, workflows, and escalation procedures precisely Provide clear handovers to the next team member to ensure continuity between shifts Required Skills & Competencies Exceptional attention to detail and ability to follow instructions accurately Strong organisational and time-management skills Comfortable managing a high volume of daily operational tasks Confident working across multiple systems and digital tools Proficient with Google Drive, Google Sheets, and Google Docs Strong written communication with a professional and calm tone Problem-solving mindset and accountability for assigned tasks Ability to work independently while collaborating effectively with a wider team What We Offer Work in a Fast-Paced, Innovative Environment Be part of a young, dynamic company that is actively changing the landscape of short-term let management. Supportive Team Culture We believe in being purposefully overstaffed to ensure we can support one another, maintain high standards, and deliver exceptional results. Structured Training & Onboarding We provide structured training to ensure you fully understand how we work, our systems, and all daily operational processes. Training is designed to clearly walk you through each task, workflow, and standard expected in the role, so you are confident and fully supported before working independently. Real Impact & Growth Play a meaningful role in daily operations with opportunities to grow as the business scales internationally. Compensation Annual Base Salary: 24,700 plus 2,000 Bonus per annum Working Hours: 5 days per week, 8-hour shifts with 30 min paid break Shifts are variable to allow flexibility, as coverage is required throughout the day. Collaboration Liaise with internal teams and clients when required to ensure smooth operations. To Apply Please send your CV and a cover letter outlining help with your experience will help with this role and why you would be a great fit for this role.

Job Type: Full-time

Pay: 24,420.00-27,000.00 per year

Benefits:

Company events Company pension Employee discount Flexitime Private medical insurance Referral programme
Work Location: In person