Client Facing Onboarding Coordinator & Customer Support LATAM - Remote Eligible

Bilingual Client-Facing Onboarding Coordinator

Angel Host is a Canadian-based, data-driven, and tech-enabled vacation rental maximization service that helps property managers and owners worldwide outperform their markets. By handling pricing optimization, reservations, channel marketing, and guest services, we empower our clients to focus on growth—boosting portfolio performance while significantly reducing their workload.

Founded by seasoned, award-winning entrepreneurs and hospitality experts, and backed by leading Venture Capital funds, Angel Host is on a mission to become a leader in vacation rental management. And we're well on our way—already managing 1,000+ properties across the U.S., Canada, Mexico, the Caribbean, and Europe.

The position: Bilingual Client-Facing Onboarding Coordinator

As our Client-Facing Onboarding Coordinator, you'll play a pivotal role in delivering a seamless, positive onboarding experience for our new clients: Property Managers and Property Hosts. You'll be at the heart of the process, ensuring we collect all the necessary information to integrate new property listings into our system and launch them across all major OTAs in the most timely, accurate, and professional way. As Onboarding Coordinator, you'll own and lead the entire onboarding process. You'll coordinate every step with both the client and internal teams, including Revenue Management, Integration, Distribution, and Optimization, to ensure everything runs smoothly and on schedule. You'll also oversee the final Quality Control review to guarantee that each listing is polished and ready for a successful launch.

We pride ourselves on being consultative, friendly, and genuinely helpful; it's part of our DNA. Our goal is to deliver incredible value and service to every client, and we expect you to embody that same approach. You'll treat each client with care and attention, ensuring their properties are set up for long-term success in the short-term rental market.

Key Responsibilities

• Schedule and coordinate the initial welcome call with new clients (Property Managers or Hosts) and their assigned Account Managers.
• Prepare and organize all necessary documentation and materials for the call.
• Build strong, positive relationships with new clients from day one, ensuring they feel supported and confident in our process.
• Provide clear and thorough explanations about our Revenue & Optimization program.
• Answer any questions hosts may have regarding the program and our services.
• Schedule follow-up calls to ensure the clients are fully prepared for the onboarding process and understand the next steps.
• Collaborate with clients to collect all required onboarding information.
• Maintain constant and clear communication to guide clients through each stage of the onboarding journey.
• Provide regular status updates to both clients and internal stakeholders to ensure everyone is aligned and aware of next steps.
• Proactively follow up to obtain missing information and keep the process moving forward.
• Communicate through various channels; email, SMS, WhatsApp, and phone calls, and be comfortable making calls to meet key milestones.
• Provide clear and thorough explanations about our Revenue & Optimization program.
• Collaborate closely with all departments involved in the R&O program, ensuring smooth communication and coordination during both the onboarding process and throughout the client's entire experience.
• Ensure all teams are aligned on client needs, updates, and deliverables.
• Monitor the pace of the onboarding process and escalate issues when clients are unresponsive or deadlines are at risk.
• Work collaboratively with internal departments (Listing Specialists, Revenue Managers, Guest Services, etc.) to ensure listings are professional, accurate, and optimized for success.
• Coordinate interdepartmental tasks to keep all aspects of onboarding aligned and on schedule.
• Take responsibility for ensuring that clients are satisfied with their experience by answering any questions or addressing any concerns in a timely manner.
• Be the main point of contact for clients, offering ongoing support and guidance throughout their journey with us.
• Conduct thorough Quality Control checks on all newly onboarded listings to ensure consistency, accuracy, and readiness for launch.
• Support ongoing improvements to the onboarding and integration procedures, continually seeking ways to increase efficiency and client satisfaction.
• Prioritize and manage incoming communications, triaging emails based on urgency to ensure prompt responses.
• Stay updated with industry tools and platforms, including PMS systems and major OTA channels like Airbnb, Guesty, VRBO, and Booking.com.
• Continuously learn and adapt to new features, best practices, and platform updates.
• Take ownership of internal processes related to the onboarding and customer success journey, ensuring that each task is completed efficiently and in accordance with the company's Standard Operating Procedures (SOPs).
• Regularly update SOPs to reflect changes in procedures and ensure consistency across teams.
• Manage the offboarding process for the R&O for Hosts Program, ensuring a positive exit experience if they decide to leave.
• Implement strategies to retain hosts, fostering long-term relationships and ensuring continued success on the platform.
• Thrive in a dynamic, fast-paced startup environment where tasks and priorities may shift.
• Be open to taking on additional responsibilities and being flexible with the schedule when required to accommodate our client's availability.

Is this job for you? It might be if…

• You have experience in the Short-Term or Vacation Rental Management industry.
• You bring 1-3 years of experience in Onboarding Management, ​​Account Management, or Customer Success.
• You are fluent in Spanish and English, with excellent verbal and written communication skills.
• You know how to be concise, clear, and professional.
• You have strong communication skills, both written and verbal, with the ability to explain complex concepts simply and effectively.
• You're detail-oriented and highly organized, with a proven ability to meet deadlines and manage multiple priorities.
• You've worked with Property Management Software (PMS); experience with Guesty is a plus.
• You have hands-on experience setting up and managing OTA listings (Airbnb, VRBO, Booking.com).
• You're comfortable using Excel or Google Sheets, as these tools are essential for reporting and data analysis, and you are familiar with Slack, and Google Chat for team collaboration.
• You're proactive and persistent; cold calling clients or following up for missing information doesn't intimidate you.
• You're confident and personable. Your tone, presence, and communication style inspire trust, demonstrate empathy, and get results.
• The position is a Monday to Friday 9am to 5pm EST, but, you're flexible with your schedule, including availability during evenings or weekends when exceptionally needed.
• You speak the language of the industry; terms like OTAs, channel distribution, optimization, revenue management, and guest services are second nature to you.
• You take initiative. You don't wait to be told what to do, and "that's not my job" isn't in your vocabulary.
• Integrity, professionalism, and honesty are non-negotiable values for you.
• You enjoy a good laugh and love being part of a supportive, fun team!

So, what's in it for you?

At Angel Host, we believe in offering the best to attract the best. We value work-life balance, including time for family, friends, travel, and relaxation. That's why we've created a well-rounded compensation package.

As our Client Facing Onboarding Coordinator & Customer Support, you will receive:

• A competitive salary with annual reviews and growth opportunities.
• Paid time off + all national holidays.
• The freedom to work remotely as long as you have reliable Wi-Fi, a dedicated workspace, and the ability to work within Eastern Standard Time (EST).
• Monthly allowance for Internet, Computer Usage, and Private Health Insurance.
• Up to 3 days of paid time off for volunteering with a charity of your choice through our "Angels Care" initiative, our plan for giving back to the community.

At Angel Host, we're not just building a service; we're shaping the future of short-term rental performance. If you're ready to bring your skills, energy, and ideas to a team that values growth, collaboration, and client success, apply now! Join us and