Magic is a global outsourcing and talent solutions company connecting skilled professionals with leading organizations. The company is hiring for its client — a top property management SaaS platform that helps short-term rental hosts, co-hosts, and property managers automate operations across platforms like Airbnb, VRBO, and Booking.com. The platform is trusted by over 30,000+ users worldwide, offering AI-powered guest communication, dynamic pricing tools, and smart home integrations.

Role Overview:
The Customer Support Specialist (Freelance, Remote) will play a key role in ensuring smooth customer experiences by providing timely, accurate, and empathetic support. The role involves handling live chat, technical troubleshooting, documentation, and collaboration with internal teams. This is a remote, full-time freelance opportunity, ideal for proactive communicators with a technical support background.

Key Responsibilities:

• Handle customer support via live chat as the primary communication channel.

• Troubleshoot technical issues related to integrations, smart devices, and platform features.

• Respond to phone and email support requests as needed.

• Guide users through setup processes for AI-powered tools and booking features.

• Maintain accurate records of customer interactions and escalate issues when required.

• Adapt communication tone based on customer needs and experience levels.

• Collaborate with cross-functional teams to resolve complex customer concerns.

• Follow internal processes and quality standards to ensure consistent support delivery.

Qualifications & Skills:

• Minimum 1 year of experience in technical or live chat support (multi-channel preferred).

• Fluent/native-level English proficiency (C2) with excellent written and verbal skills.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to adapt tone and communication style to different customer contexts.

• Proactive, self-driven attitude with strong teamwork and collaboration skills.

• Prior experience with SaaS platforms or hospitality tools (preferred).

• Comfortable working with international clients across time zones.

Work Details:

• Type: Freelance, Full-time

• Workplace: Remote

• Compensation: $5 per hour (paid via Deel)

• Schedule: Full weekend availability required (Saturday & Sunday); flexibility for APAC/EU shifts.

• Equipment Requirements:

  • Computer (8GB RAM minimum, Intel i5 / AMD Ryzen 5 or higher)

  • Internet speed of 40 Mbps+

  • Noise-cancelling headset and webcam

  • Backup computer and internet connection

  • Quiet, dedicated workspace

Why Join:

• Be part of a rapidly growing global SaaS ecosystem.

• Work remotely with flexible international teams.

• Contribute to AI-driven customer experience innovations.