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Manager, Guest Experience Contact Center

Bay Area, CA

What we do and why we do it

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

How it’s going (and growing)

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

Roofstock’s Values → Short-Term Rental (STR) Org Reflection

  • We are entrepreneurs → Launch a startup within a startup
  • We are better together → Work across functions & business units to do it fast and well
  • We focus on impact → Build a profitable business unit with satisfied owners, teammates, and guests
  • We think like investors → Enhance owners’ and Roofstock’s ROI

About the Team

Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together, soon taking on over 1200 homes as a franchisee of Casago. The team is obsessed with people – in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast-paced, intense, and exhilarating. And when the team wins, we all win. 

About the Role

As our Guest Experience Contact Center Manager, you will lead our STR guest contact center, overseeing a team of 12 offshore representatives who handle all guest communications across phone, SMS, chat, and email. You will be responsible for setting service standards, creating and maintaining SOPs, managing schedules and QA, and ensuring timely and high-quality responses across all channels.

You will be responsible for hiring, managing, and developing the team, ensuring that guest support operations run smoothly and efficiently around the clock. Your leadership will directly impact guest satisfaction, review scores, and financial performance.

Responsibilities

Team Leadership & Operations

  • Manage and mentor 12 offshore Guest Experience Representatives
  • Build SOPs, escalation protocols, and QA standards
  • Monitor response times and resolution rates across all channels
  • Lead scheduling to ensure 24/7/365 guest support coverage
  • Build and maintain a dynamic staffing model to match service levels to forecasted demand

Knowledge Management & Enablement

  • Create and maintain a centralized knowledge base for internal use; partner with local ops to understand all property details
  • Develop structure and content to support future Help Center and AI guest response tools
  • Ensure materials stay current and relevant across all guest scenarios

Performance Management

  • Track and report team metrics (response time, CSAT, reviews)
  • Identify training opportunities and performance gaps
  • Deliver coaching, recognition, and development plans for team

Cross-Functional Collaboration

  • Partner with field ops and onboarding teams to resolve guest issues
  • Provide guest insights and trends to improve listing content and operations
  • Ensure alignment with brand voice, hospitality standards, and policies

Qualifications

  • 4+ years experience in customer support, hospitality operations, or contact center leadership
  • Prior experience managing remote or offshore teams preferred
  • Excellent communication, people management, and decision-making skills
  • Deep empathy for guests and strong hospitality instincts
  • Familiarity with guest support systems (Zendesk, Front, Intercom, or similar)
  • Experience with Airbnb or other STR platforms a plus
  • Experience building staffing models and operational forecasting strongly preferred
  • Bachelor’s degree required

Travel Required

Some travel to key markets and occasional visits to HQ may be required.  Additionally, you would be expected to spend one week per quarter working out of a local STR market in order to build close partnership with and understanding of the local market operations. 

Compensation

$80,000 - $93,000 range on annual base salary or hourly. The compensation range may be adjusted based on experience and location.

Pay Transparency

Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position.  Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors.  Roofstock is a total compensation company; the base salary is only a part of our total compensation package.

Competitive & Unique Benefits Package

  • Generous PTO Policy
  • 12 Paid Holidays
  • Volunteer Time Off
  • Paid Parental Leave
  • 401k Program
  • Wellness and home office/cell phone subsidies
  • Robust health, dental, vision insurance, and more

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation. 

Commitment to Equal Employment Opportunity 

The company provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, sex, gender, gender expression, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, marital status, sexual orientation, military or veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

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