Central Operations Specialist

Rove Travel • , CO

2d • $8 • Remote

About The Position

We’re looking for a detail-oriented Central Operations Specialist with strong expertise in claims management, risk assessment, payments, and operational auditing to support our team with payment processing, trust & safety, and damage claims. You’ll help ensure accurate transactions, resolve disputes, and protect the business from fraud and guest-related issues. This is a remote position requiring excellent communication skills, comfort working independently, and confidence navigating property management and guest screening systems. Familiarity with platforms like Airbnb, Guesty, and Breezeway is strongly preferred.

Requirements

• Airbnb and general security deposit claims Management, Payment Processing, and Financial Reconciliation.
• Proficiency in Guesty, Breezeway, Stripe, Truvi and Notion.
• Previous experience with Trust and Safety (Dispute Resolution & Compliance) or relevant.
• Experience with KYC guest screening review processes from systems such as Truvi/Superhog and/or Autohost, or similar guest screening software.
• Flexibility and a willingness to take on expanded responsibilities as the role and business needs evolve.
• Strong analytical skills with high attention to detail.
• Ability to work independently in a fast-paced, remote environment.
• Flexibility to take on expanded operational responsibilities as the company scales.

Nice To Haves

• Familiarity with platforms like Airbnb, Guesty, and Breezeway is strongly preferred.

Responsibilities

• Review newly received bookings daily, research incoming guests, and add relevant context—including VIP status or guest history—to their profiles in Guesty or other relevant systems.
• Confirm the guest has completed all pre-arrival requirements, including payment and verification process.
• Review and ensure all pre-arrival requests (e.g., early check-in, special amenities, VIP amenities) have been acknowledged and fulfilled.
• Verify that lock/access codes are active and accessible; ensure a backup code is available in case of lockout.
• Proactively flag and escalate any last-minute operational issues that could affect the guest experience.
• Coordinate closely with the operations and concierge teams to deliver a smooth and seamless check-in process.
• Assist in resolving payment disputes with guests, owners, or service providers.
• Ensure compliance with US financial regulations and internal policies.
• Completes arrival checks, monitors Enso boarding pass completion, and escalates potential fraud and credit card disputes.
• Assist with manual screening verification reviews as needed, escalating complex considerations to management.
• Build out systematic procedures within the Trust & Safety realm to provide a prescriptive guide for others to handle as well.
• Audit inspection checklists and photo uploads for accuracy and completeness.
• Ensure same-day departure and maintenance inspections are properly documented.
• Identify inconsistencies, missing documentation, or operational risks.
• Build systematic quality-control processes within Breezeway.
• Review and reconcile guest payments and refunds and audit cleaning vendor invoices.
• Monitor payment statuses, follow up on pending transactions, and resolve discrepancies.
• Coordinate with the accounting team to ensure accurate record-keeping.
• Maintain accurate payment records for audit and reconciliation.
• Review same-day, departure cleaning, and departure maintenance inspection tasks and photos, documenting all damages noted on each ticket and researching if damage is pre-existing to or was caused during a guest’s specific stay.
• Process damage claims and maintain a detailed record of claims, status updates, and resolutions including itemizing damages to guests, managing their security deposits and invoicing, and filing insurance claims when needed.
• Maintain accurate claim records for audit and reconciliation.

Benefits

• WFH/Remote-first flexible company culture
• A company with a great mission and vision, a dynamic and fast-paced work environment, and a team of smart, ambitious, and fun colleagues!

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed