Apply on Stayd to complete your application for this role. Complete the official application on stayd.co: www.stayd.co/careers/haven/onboarding-coordinator-haven-remote Please use this direct link for your introduction and role questions. A resume submitted through a job board or Manatal is only the first step.

Assistant Account Manager

Haven About The Brand Haven manages cabins and mountain homes in the Great Smoky Mountains and around Knoxville, Tennessee. Steep driveways, hot tubs, wood stoves, and a season that swings from quiet weeks to a full house every weekend. It is a market where property care is guest experience — a cold hot tub is a ruined anniversary.

The role

You are the person who makes sure the thing that was agreed actually happens. You work alongside our Account Managers and keep the owner side of the business moving: reading every review and turning it into a response and a next step, keeping listings accurate and live on every platform, getting owner approvals in front of owners and back again, and making sure every issue raised in Slack or Trellis ends with someone doing something about it. When an Airbnb listing is at risk, you are the one who builds the appeal.

When a property leaves us, you close it out cleanly across every tool. It is a role for someone who is happier with a closed loop than a busy inbox, and who will chase a vendor a third time without being asked.

Unreasonable hospitality

We hold ourselves to what Will Guidara calls unreasonable hospitality: doing the thing nobody asked for, that nobody would have missed, and that they will tell someone about. A guest mentions in a message that it is their daughter's birthday, and there is something waiting on the counter when they walk in. An owner asks a question on a Sunday and gets a real answer, from a person, before Monday.

We do not measure this in a survey. We measure it in whether the person on the other end felt looked after by someone who was paying attention. Everyone here is expected to notice things, and everyone here is trusted to act on what they notice without asking permission first.





Where you sit

You sit in Operations and report into the operations lead for this market. This role is remote and open to people anywhere in the Americas. You work every day with our Account Managers, Dispatch, and the guest experience and field operations teams, and regularly with Finance, Revenue, vendors and local realtors — this is not a role where you are handed a queue and left alone.

Because

Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

What you'll own

- Reading every review, flagging what needs action, drafting the response, and appealing the unfair ones.
- Keeping listings and photos accurate across Airbnb, Guesty, Breezeway, SuiteOp and our own systems, and building the appeal when a listing is at risk.
- Supporting Account Managers on the owner side: approvals, owner stays, statement and invoice reviews with Finance, and pricing adjustments with Revenue.
- Turning every tag in Slack and Trellis into a clear next step, and following up with Dispatch and vendors until it's closed.
- Scheduling STRU fire inspections, coordinating realtor showings, and handling damage claims and replacements.
- Offboarding properties cleanly across every tool.

How you'll live our core values Five values run this company, and we hire and promote against them.

See Something Do Something — if you spot it, it is yours. Nobody here is allowed to walk past a problem because it belongs to another team.

Do What You Say — a commitment with a date on it is a promise. If it slips, you say so before it is late, not after.

Own the Miss — we get things wrong.



What matters is that you name it first, fix it, and make sure it cannot happen the same way twice. Nobody is punished for a miss they owned.

Say the Hard Thing — kindly, directly and early. Silence in a meeting followed by a private complaint is the one behaviour we will not carry.

Make It Better — leave the process, the property or the shift in better shape than you found it. Small improvements, constantly, beat big ones occasionally.

What you bring

- Enough daily overlap with US working hours to close loops the same day
- Written English clear enough for owner, vendor and platform correspondence — including a review response or an appeal that gets read and acted on
- Experience with scheduling, coordination, operations or admin where you owned the follow-through
- Comfort with everyday tools — Google Workspace, Slack, a PMS, a spreadsheet
- Familiarity with Airbnb's host side, Trellis, or short-term rental operations is a plus
- Reliable internet and a quiet place to work

How to apply Apply here — it takes about four minutes on a phone. You will answer a handful of questions written to find out what you can actually do, upload a résumé, and record a short voice note so we can hear how you sound with a guest. There is no cover letter and there is no portal account to create.

Every single applicant hears back from us, including a no. If we are not moving forward we will tell you, and we will tell you why. If you need an accommodation to complete this application, email [email protected] — asking never counts against you.

What to expect

This is a long-term team role on a strong, established general team, with structured onboarding and ongoing support.

Ready to apply? Complete your application on Stayd: www.stayd.co/careers/haven/onboarding-coordinator-haven-remote

Already applied through Manatal or a job board? Look for our email with a personal link to finish without re-entering your details or uploading your resume again.

Explore all openings: www.stayd.co/careers.

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