Communication Team Manager

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TYPE OF WORK

Full Time

SALARY

$5-$6/h, paid rest, performance bonus

HOURS PER WEEK

40

DATE UPDATED

Oct 2, 2026

JOB OVERVIEW

About us

Casa Oso is a collection of thoughtfully hosted homes in the Sierra Nevada near Yosemite National Park. Hospitality comes first in everything we do — our guests come for peace, thoughtful design, and the feeling of being genuinely cared for.

We're looking for an experienced, hands-on manager to own our remote communications function, leading the team behind both guest and company communications.

This is not a local property-operations role — we have a local Operations Manager for that. You own the communication side and the guest relationship, partnering closely with the Operations Manager whenever an issue needs action at a property. The goal: this part of the business runs smoothly, independently, and to a high standard, without needing the founder day to day.

What you'll own

(We'll go deeper on each of these together during the recruitment process.)

Guest experience & escalations. When something goes beyond what a host can resolve, you take over, d ---------- , and own it through to resolution — complaints, sensitive situations, refunds within agreed authority, and safety or property issues from the communication side. You know what truly needs the founder, and what doesn't.

Team management. Lead, coach, and develop the remote team; maintain our standards and voice; run performance reviews and handle issues; onboard and train new members with SOP sign-off; and ensure coverage when absences or no-shows happen.

Quality & coaching. Run regular, recurring QA built from real guest and company cases — used as training and an improvement path — and give feedforward feedback that develops people and shows what good looks like.

Reviews & reputation. Own the guest-review process: timely, on-brand responses, personal oversight of negative or sensitive ones, and turning recurring themes into recommendations for the comms and local teams.

Systems ownership. Keep our systems running smoothly — Hostaway, HostBuddy AI, Breezeway, and RueBaRue — including workflows, automations, troubleshooting, and keeping guest-facing info accurate.

AI & automation. Use ChatGPT or Claude at a level that builds real automations and improves workflows — not just rewriting messages — to make the team faster, more consistent, and more effective.

Collaboration with local operations. You own communication and guest resolution; the Operations Manager owns the on-the-ground response. The two of you work as equal partners so issues are resolved end to end, with nothing lost between you.

Who we hope to meet
2–3+ years in guest relations, customer service, or hospitality — ideally short-term rentals or travel
Experience managing and developing a remote team
Proven with difficult customers and escalations, with excellent judgment and confident decisions
Warm, calm, professional written and spoken English, and strong ownership through to completion
Confident with PMS and guest-communication systems, and strongly proficient with ChatGPT or Claude (including automation)
Highly organized, reliable, and technologically confident
A few practical things
Independent contractor: registered (or willing to register) as self-employed in the Philippines with a TIN + BIR Certificate of Registration, handling your own taxes.
Full-time (~40 hrs/week), schedule spanning our coverage window; paid monthly via Wise.
A 3-month trial for fit; you'll always know where you stand, and you'll work from your own reliable computer and internet.
A little exercise — show us how you think

It's 9:15 PM on a busy weekend.

A guest messages:

"This is unacceptable. We came here for a relaxing weekend and the hot tub isn't working. We've already messaged twice and nothing has been fixed. I want a full refund. If this isn't resolved tonight, I'm leaving a one-star review."

The guest is staying for three nights, and this is their first night.

You are the only manager on the shift. The case has now been escalated to you. Take it from here.

Tell us:

What is the exact message you send to the guest?
What do you do immediately behind the scenes?
What do you need to understand before d ---------- what resolution to offer?
How do you work with the local Operations Manager?
What happens tomorrow morning?
When do you consider the case closed?

Note: The local team works 9:00 AM–5:00 PM PST.

There is no single correct answer. We want to see how you think, communicate, prioritize, and take ownership when a situation is uncomfortable and there's no perfect solution.

What to expect after applying

We keep our process warm and clear, so you'll always know where you stand — and you'll get a yes or no at each step.

Complete applications move forward. We review every application that follows the steps below.
A short video task. Selected candidates are invited to record a brief video task.
First interview. A video conversation to get to know you and how you think.
Second interview with live skill tasks. A deeper session with hands-on tasks done together.
Meet the team. A relaxed meeting with the small team you'd lead.
An offer. We present an offer to our chosen candidate.
How to apply

Reply on OnlineJobs.ph with the subject line Casa Oso Manager — [Your Name], and include:

Your response to the exercise above
The hours and days you can commit to (expressed in PST), and your time zone
A short note on your relevant experience, with your resume/CV
One example of a workflow you've automated or improved with AI (ChatGPT or Claude)
Your pay expectation (hourly or monthly, in USD)
Confirmation you're registered — or willing to register — as a self-employed contractor (TIN + BIR)

We read every complete application, and we'd love to meet you.

SKILL REQUIREMENT
Conflict resolution Communication Team Leadership
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