RedAwning

Compensation

Full Description

We are seeking a Full Service Account Manager to oversee a shared portfolio of 150+ full-service short-term rental homeowners. In this role, you’ll provide exceptional communication, skilled escalation management, and proactive performance guidance to ensure a consistent, high-quality experience for every homeowner. You’ll serve as a primary point of contact for host support needs—managing daily inquiries, leading escalations, and ensuring each client has a clear understanding of their property’s performance. Your work will directly support revenue growth, retention, and long-term client satisfaction. For escalated issues, you will work cross-functionally with internal teams (Guest Services, Finance, Operations, Cleaning, and Maintenance) to investigate concerns and present clear, fair, and timely resolutions. Your ability to preserve trust, reduce friction, and advocate for quality will be essential to the success of both our hosts and our internal teams. What You'll Do • Act as a primary point of contact for all full-service host inquiries via phone, email, and internal ticketing system. • Manage host escalations, and work closely with the cleaning, maintenance, billing and guest service team to solve any issues that arise. • Conduct regular account reviews to assess property performance, booking trends, and revenue opportunities. This will include pricing optimization, revenue growth opportunities • Schedule quarterly meetings with high value clients to review their property performance and overall experience. • Monitor ongoing support cases to ensure timely resolution and strong host satisfaction • Collaborate with the broader Account Management team to ensure consistent communication and aligned host experience What We're Looking For • 2–4 years of experience in account management, hospitality, or property management. • Proven experience handling client escalations and resolving complex service issues with professionalism. • Experience with ticketing tools like Freshdesk, Zendesk or similar systems is preferred • Familiarity with Airbnb, Vrbo, and short-term rental platforms is a plus • Exceptional written and verbal communication skills. • Highly organized, detail-oriented, and comfortable managing high-volume workflows. Why Join Us At RedAwning, you’ll be part of a forward-thinking team shaping the future of hospitality. You’ll play a key role in supporting our hosts, the heart of our business, and help ensure they feel supported, empowered, and successful. The company has a home office in Petaluma, CA. This position is Mon - Thur in office, Friday remote optional. Base Salary Range: $65,000–$72,000