Portfolio Support Specialist

Summary

Join Kasa as a fully remote Support Specialist based in the Philippines working overnight shifts with a flexible schedule. You will execute recurring tasks, maintain standardized workflows, and ensure smooth daily operations. Key responsibilities include creating bulk communications, responding to teams via Slack, triaging maintenance requests, managing room blocks, handling lost and found items, and conducting quality assurance inspections. Excellent communication and problem-solving skills are essential. The role offers competitive salary, remote work flexibility, Kasa travel credits, and other perks.

Requirements

• Be comfortable and competent using software applications, operating systems, online communication platforms and web-based search tools effectively
• Provide 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
• Facilitate quality checks across building functions and identify areas for improvement.  Document findings in a report for team use to ensure that Kasa products and services meet or exceed established quality standards and customer expectations
• Consistently arrive 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
• Work effectively through joint effort, cooperation and shared responsibility with portfolio partners to achieve desired operational outcomes. Contribute ideas for areas of improvement and participate in making collective decisions
• Maintain operational effectiveness using SOPs and approaches problem resolution with confidence, empathy, and creativity
• Execute established processes and workflows with precision. Surface breakdowns or deficiencies that negatively impact operational performance
• Adapt to change with some support, maintaining a positive, can-do attitude. Participate in the implementation of changes with internal team and external service providers

Responsibilities

• Execute recurring tasks and maintain a standardized workflow within the organization
• Ensure the smooth operation of day-to-day activities and carry out specific project-related tasks as directed by the Portfolio team
• Create bulk communications for guests
• Respond to teams and partners via Slack
• Triage housekeeping and maintenance requests while tracking their progress
• Manage room blocks
• Handle lost and found items
• Conduct quality assurance inspections
• Identify and communicate guest issues to the onsite team
• Track building-related maintenance items, and escalate issues to meet our standard SLAs
• Coordinate the preventative maintenance program
• Optimize the prioritization of Housekeeping and Maintenance tasks
• Provide routine feedback to vendors, to negate common issue trends reported by guests

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!