Associate Advisor, Owner & Guest Support

Evolve

1d•$19•Remote

About The Position

At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you. Why this role The Owner and Guest Support Associate Advisor supports both owners and guests by delivering empathetic, first-contact resolution to their requests. In this role, you will provide guidance and solutions across a variety of booking and account-related needs, ensuring a seamless experience for Evolve customers. You will balance customer and business needs while managing booking changes, account updates, and policy-related inquiries. Additionally, you will leverage your customer service expertise to handle daily support interactions, de-escalate sensitive situations, and drive positive outcomes for owners, guests, and partners.

Requirements

2+ years experience in a customer service role with a proven track record of goal achievement and the ability to deliver an excellent customer experience
Ability to be intentional with your time and work in a remote environment
Detailed: Committed to thorough execution of work, completing tasks accurately and completely
Coachable: You have a learner’s mindset, are open to and apply feedback from peers and leaders, and strive to develop both personally and professionally
Collaborative: You show respect in interactions with and about teammates and work proactively with others to build professional relationships and solve customer issues
Strong communicator: You are able to effectively and clearly seek understanding and articulate information, ideas, and needs to internal and external stakeholders
Resourceful: You proactively solve customer problems in a way that balances the business and customer needs
Resiliency: You have an open mind and enthusiasm for change as well as the grit to work regularly with customers who are upset
Multitasking skills and good organizational abilities
We support our customers 365 days a year, including nights, weekends, and holidays. You must be willing and able to work assigned schedules to meet business needs.

Nice To Haves

Experience working in Salesforce preferred

Responsibilities

Interact directly with owners and guests through multiple communication channels to discover their needs and provide thorough and accurate answers and solutions
Advise customers on Evolve and distribution site processes and policies, including cancellations, guest reviews, and damage protection
Partner and de-escalate with customers to resolve sensitive issues
Support owners and service partner requests, including cancellations, booking adjustments, and listing and account updates
Process guest booking requests, including cancellations, optional guest fees, and date transfers
Support department goals such as first contact resolution, and service levels by meeting set performance standards
Support with additional owner and guest tasks, as needed by the business.

Benefits

Financial Wellness: Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
Family Support: 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
Health & Wellness: Comprehensive medical, dental, and vision plans, with 100% employer-paid dental and vision for individual coverage, a low-cost medical option, 10 free mental health visits, and pet insurance.
Time to Recharge: Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
Travel Perks: Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
Growth Opportunities: World-class onboarding programs, learning, and development resources to help you grow your impact.
Connection: Employee Resource Groups celebrating our diverse communities at Evolve.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume