Associate Advisor, Owner & Guest Support
TLDR
Support both owners and guests by delivering empathetic, first-contact resolution to their requests, ensuring a seamless experience through effective communication and problem-solving.
At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you.
Why this role
The Owner and Guest Support Associate Advisor supports both owners and guests by delivering empathetic, first-contact resolution to their requests. In this role, you will provide guidance and solutions across a variety of booking and account-related needs, ensuring a seamless experience for Evolve customers. You will balance customer and business needs while managing booking changes, account updates, and policy-related inquiries. Additionally, you will leverage your customer service expertise to handle daily support interactions, de-escalate sensitive situations, and drive positive outcomes for owners, guests, and partners.
What you’ll do
- Interact directly with owners and guests through multiple communication channels to discover their needs and provide thorough and accurate answers and solutions
- Advise customers on Evolve and distribution site processes and policies, including cancellations, guest reviews, and damage protection
- Partner and de-escalate with customers to resolve sensitive issues
- Support owners and service partner requests, including cancellations, booking adjustments, and listing and account updates
- Process guest booking requests, including cancellations, optional guest fees, and date transfers
Support department goals such as first contact resolution, and service levels by meeting set performance standards
- Support with additional owner and guest tasks, as needed by the business.
What makes you a great fit:
- 2+ years experience in a customer service role with a proven track record of goal achievement and the ability to deliver an excellent customer experience
- Ability to be intentional with your time and work in a remote environment
- Detailed: Committed to thorough execution of work, completing tasks accurately and completely
- Coachable: You have a learner’s mindset, are open to and apply feedback from peers and leaders, and strive to develop both personally and professionally
- Collaborative: You show respect in interactions with and about teammates and work proactively with others to build professional relationships and solve customer issues
- Strong communicator: You are able to effectively and clearly seek understanding and articulate information, ideas, and needs to internal and external stakeholders
- Resourceful: You proactively solve customer problems in a way that balances the business and customer needs
- Resiliency: You have an open mind and enthusiasm for change as well as the grit to work regularly with customers who are upset
- Experience working in Salesforce preferred
- Multitasking skills and good organizational abilities
- We support our customers 365 days a year, including nights, weekends, and holidays. You must be willing and able to work assigned schedules to meet business needs.
Compensation
For this role, the pay rate is $19.23 per hour.
Location
All Evolve team members must live in one of our approved locations by their first day. We can hire from anywhere in the U.S. except D.C. and Hawaii. Some positions may also have restrictions based on compensation in the following states: California, Maryland, New York, Pennsylvania, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both! If you're planning to move soon, please let us know, and we'll be happy to review your application again.
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How we reward Evolvers
We’re intentional about offering benefits that empower every Evolver to thrive both professionally and personally because they’re more than perks—they’re investments in our customer-obsessed, high-performing team.
We believe in treating others as they want to be treated, providing benefits that deliver real value, and challenging the status quo to meet the diverse needs of our team. Whether it’s helping you take care of your health, plan for the future, or celebrate life’s milestones, our offerings are designed to support you every step of the way.
- Financial Wellness: Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
- Family Support: 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
- Health & Wellness: Comprehensive medical, dental, and vision plans, with 100% employer-paid dental and vision for individual coverage, a low-cost medical option, 10 free mental health visits, and pet insurance.
- Time to Recharge: Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
- Travel Perks: Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
- Growth Opportunities: World-class onboarding programs, learning, and development resources to help you grow your impact.
- Connection: Employee Resource Groups celebrating our diverse communities at Evolve.
How we work together
With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we’re excited to see what you’ll bring as your authentic self.
Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.
EEO
At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.
If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.
Evolve simplifies the vacation rental process by offering professionally managed homes that prioritize safety and privacy for both guests and homeowners. Our platform connects travelers with authentic properties, ensuring they get the best rates while providing peace of mind.