Customer Support Associate at Lifted Horizon Nigeria Limited

Lifted Horizon Nigeria Limited – Our client is recruiting to fill the position below:

Job Title: Customer Support Associate

Location: Ikeja, Lagos

Employment Type: Full-time

Summary

• Our client in the UK is looking for a Customer Support Associate to deliver high-quality, 24/7 support to customers and hosts across multiple Airbnb properties.
• This role is responsible for handling customer communications efficiently and professionally, resolving issues promptly, and ensuring an excellent guest/customer experience that reflects hospitality standards.
• The ideal candidate is proactive, dependable, and operates with minimal supervision.

Key Responsibilities

• Respond promptly and professionally to guest and host inquiries through the “Hostex” platform and other support channels, ensuring clear and courteous communication at all times.
• Manage pre-arrival, check-in, in-stay and check-out communications across multiple Airbnb listings.
• Resolve routine and urgent guest issues, coordinating with other teams or operations as needed.
• Maintain accurate logs of all guest interactions and escalations within the “Hostex” system
• Monitor incoming messages and prioritize based on urgency and impact to guest satisfaction.
• Flag recurring issues and contribute to continuous improvement of guest experience operations.
• Ensure shift handovers are documented clearly to maintain service continuity.
• Meet or exceed performance KPIs such as first response time, resolution time, and guest satisfaction ratings.
• Follow brand-aligned communication tone and standards for all interactions.

Required Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Business Administration, Communications, Tourism or a related field.
• Minimum of 2 years experience in customer service preferable in hospitality or short-let property management.
• Strong written and spoken English communication skills
• Tech-savvy, with hands-on experience using Airbnb platform tools, particularly “Hostex”
• Familiarity with Airbnb platform policies and host/guest dynamics.
• Ability to work rotating shifts, including nights, weekends, and holidays.

Preferred Qualifications:

• Experience supporting international (especially UK-based) customers.
• Background in hospitality, travel or property management.
• Knowledge of Airbnb host/guest support workflows.

Core Competencies:

• Ability to communicate clearly and professionally with international customers.
• Strong written and verbal English communication skills.
• Prioritizes guest satisfaction in every decision and interaction.
• Able to work independently, make sound decisions and own outcomes.
• Comfortable working in shift-based, fast-paced, 24/7 operational environments.
• Manages multiple conversations with professionalism and speed.

Salary

• N300,000 – N400,000 Monthly.

Application Closing Date
21st August, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

Note: Only shortlisted candidates will be contacted.