Portfolio Support Specialist

Location: This role is fully remote; we set a location because some job boards require it.

Anticipated Schedule: Schedules can vary and will include both weekday and weekends. This role is based in the Philippines and is overnight.

The Support Specialist role is focused on executing recurring tasks and maintaining a standardized workflow within the organization. Excellent communication skills and the ability to assess problems effectively are essential for this role. As a Support Specialist, your primary responsibility is to ensure the smooth operation of day-to-day activities and carry out specific project-related tasks as directed by the Portfolio team. Additionally, you can expect to create bulk communications for guests, respond to teams and partners via Slack, and triage housekeeping and maintenance requests while tracking their progress. Furthermore, the specialist follows recurring processes such as managing room blocks, handling lost and found items, and conducting quality assurance inspections.

A typical schedule for this role is based on business needs in your portfolio, sometimes including weekends and holidays, as we are in the hospitality industry.

Unleash your career potential at Kasa

We're building a tech-enabled global hospitality brand that unleashes the potential of liveable space. Hospitality is at the core of who we are, and we are committed to providing our teams the same care we give our guests, neighbors, and partners.

Required Qualifications

• Tech Savvy: Comfortable and competent using software applications, operating systems, online communication platforms and web-based search tools effectively.
• Hall of Fame Host Communicator: Provides clear and concise responses and directions both verbally and in writing to facilitate inter-departmental communications with various teams and assist with ongoing portfolio projects and tasks.
• Quality Control Leader: Facilitates quality checks across building functions and identifies areas for improvement. Documents findings in a report for team use to ensure that Kasa products and services meet or exceed established quality standards and customer expectations.
• Reliable: Consistently arrives to work on time and willingly works the hours required, including on nights, weekends, and holidays and has the flexibility to be on-call to address time-sensitive guest needs.
• Collaborative: Works effectively through joint effort, cooperation and shared responsibility with portfolio partners to achieve desired operational outcomes. Contributes ideas for areas of improvement and participates in making collective decisions
• Smooth Operator: Maintains operational effectiveness using SOPs and approaches problem resolution with confidence, empathy, and creativity
• Process Minded: Executes established processes and workflows with precision. Surfaces breakdowns or deficiencies that negatively impact operational performance.
• Change Agent: Adapts to change with some support, maintaining a positive, can-do attitude. Participates in the implementation of changes with internal team and external service providers.

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Expected Results

• Role Objective 1: Drive quality outcomes through increased guest satisfaction and company metrics.

  • Key Initiative: Identify and communicate guest issues to the onsite team.
  • Key Initiative: Track building-related maintenance items, and escalate issues to meet our standard SLAs.
  • Key Initiative: Coordinate the preventative maintenance program.

• Role Objective 2: Complete tasks that drive productivity within the operation.

  • Key Initiative: Optimize the prioritization of Housekeeping and Maintenance tasks
  • Key Initiative: Provide routine feedback to vendors, to negate common issue trends reported by guests.

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💰 The Pay

The starting base pay range for this role is between $6 and $8 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

Benefits

• 🌏 Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
• 💰 Competitive Salary: We offer a total compensation at or above market rates plus additional earning opportunities based on the position.
• ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!