Overview

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

Job Position: Customer Support Associate
Location: Ikeja, Lagos

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.

Job Responsibilities

  1. 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.
  2. Manage pre-arrival, check-in, in-stay and check-out communications across multiple Airbnb listings.
  3. Resolve routine and urgent guest issues, coordinating with other teams or operations as needed.
  4. Maintain accurate logs of all guest interactions and escalations within the “Hostex” system
  5. Monitor incoming messages and prioritise based on urgency and impact to guest satisfaction.
  6. Flag recurring issues and contribute to continuous improvement of guest experience operations.
  7. Ensure shift handovers are documented clearly to maintain service continuity.
  8. Meet or exceed performance KPIs such as first response time, resolution time, and guest satisfaction ratings.
  9. Follow brand-aligned communication tone and standards for all interactions.

Required Qualifications

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

Preferred Qualifications:

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

Competencies:

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

Salary
N300,000 – N400,000 Monthly.

How to Apply
Interested and qualified candidates should send their CV to: info@liftedhorizonng.com using the Job Title as the subject of the email.

Note: Only shortlisted candidates will be contacted.

Tagged as: Customer Service