We are hiring someone excited about our mission of giving people the freedom to live where they want when they want to cover the day to day operations of Ohana.

This will be a remote role that can be done from anywhere with good internet connection. Throughout the day there will be windows of flexibility but planning ahead and being responsive are crutIal to success in this role .

There are three aspects to the role: matchmaking, Operations, and Customer support.

Job Description

Matchmaking

• Intro calls
  • Facilitate intro calls between potential guests and hosts
  • Help the host send the official offer (and understand Ohana’s fees)
• Increase demand for listings with little interest
  • share with people who have recently searched on Ohana
  • delegate cross-posting to other platforms
• Help searchers who have not yet found a place. Understand their needs and share relevant options.
• Make sure people don’t fall through the cracks
  • Monitor Ohana chat threads and setup intro calls when possible
  • Encourage hosts to respond to pending chat invitations

Operations

• Ensure sublease agreements are fully signed after we receive a booking
• Ensure hosts have connected their bank account to receive payouts
• Contact guests when their payment fails (due to insufficient funds, fraud detection by their bank, etc.)
• Contact guests when their payment requires additional verification (usually microdeposit verification)
• Confirm guests successfully moved in before releasing the first month’s payout
• Send payouts to hosts that are not US citizens
• Remind hosts to upload their move-in condition photos
• Remind guests to upload their move-out condition photos
• Remind hosts to release the security deposit (or file a claim if necessary)
• Send award payments when a host wins a security deposit claim
• Implement lease modifications (extensions, etc.)

Customer support

• Respond to customer inquiries via email, our website contact form, and phone call. Common questions include:
  • When will I receive my payout?
  • When will my deposit be returned?
  • How can I update my payment method?
  • I’m locked out / I can’t find the lockbox
• Resolve disputes:
  • Security deposit claims
  • Move-in issues (lack cleanliness, amenity access issues, etc.)
  • Roommate conflicts (unwanted guests, excessive use of electricity, etc.)

Ideal candidate

• Highly organized
• Generally available between 9am and 9pm
• Native english speaker
• Motivated by helping customers succeed on Ohana
• Assertive with customer disputes
• Sympathetic with customer complaints
• Enjoys connecting with other people
• High integrity