Guest Experience & Community Manager

We're looking for a Guest Experience & Community Manager to lead our remote guest team and be the warm, recognisable voice of Unplugged - in a world of AI and chat bots, we want to keep humans behind our brand. You'll manage a team of four Guest Services Associates who look after guests 9am to 9pm, 7 days a week: before they book, between booking and arrival, during their stay, and after checked-out of their cabin and switched back on.

This isn't only a support role. You'll also nurture our Unplugged Members and repeat guests, turning great stays into lasting relationships. You'll own escalations, making things right when they go wrong, and you'll get our team picking up the phone. You'll also personally host our solo calls with guests heading off to switch off on their own. It's a role for someone with real personality, who can lead a team they don't sit next to, and who gets a kick out of making the experience better, one conversation, one process and one tool at a time.

Key Responsibilities

Team Leadership

- Lead, support and develop a remote team of four Guest Services Associates

- Run regular 1:1s and team catch-ups, and give thoughtful, honest feedback

- Build a warm, calm, guest-first culture that feels like Unplugged, even across time zones

- Help hire and onboard new team members as we grow

Team Operations

- Own the rota and make sure every shift from 9am to 9pm, 7 days a week, is properly covered

- Approve holiday requests and manage shift swaps

- Set clear service standards and response times for every channel

Escalations: Making Things Right

- Own every escalation from start to finish: when something goes wrong, you're the person who picks up the phone, listens properly and puts it right

- Go above and beyond to turn a disappointing stay into one guests rave about

- Coach the team through tricky situations, so fewer things need to reach you

- Spot patterns in what goes wrong and work with the ops team to fix the root cause

- Oversee guest conversations across the full journey: pre-booking, post-booking, in-stay and post-stay

- Work the occasional weekend shift to support the team

Picking Up the Phone

Be our phone champion. A friendly voice can calm in five minutes what would take a dozen emails to untangle, and you'll make calling guests a natural, confident part of how we work

- Lead by example: call guests when things go wrong, when plans change, or just to say thank you

- Build the team's confidence on calls through shadowing, role play, simple call guides and plenty of encouragement, until picking up the phone feels second nature

- Lead the launch of inbound phone and live chat alongside email and SMS

- Host our solo calls: 15-minute chats with guests who are planning on heading to a cabin alone, answering their questions, putting their mind at ease about a solo digital detox, and helping them choose the perfect cabin

- Turn what you hear on these calls into better guest information and pre-stay comms

Members & Community

- Nurture our Unplugged Members ( who pay an annual subscription and come back for multiple stays) and previous guests to build a community - sharing your feedback and insights with our marketing team

- Build genuine relationships with repeat bookers, so they feel recognised every time they return

- Shape how we welcome, look after and reward Members and repeat guests, from personal touches to member-only moments

- Share what Members tell you with the wider team, so it shapes the product and the experience

- Track and share guest comments, feedback and stories to better offer personal touches and support

Reporting, Tools & Processes

Track and report on team performance, guest satisfaction and member engagement

Lead the rollout of live chat and phone support, supported by our Ops Team on the tech side

Improve and document internal processes, and keep our help content up to date and useful

Work with Google Sheets, Freshchat, Slack and other tools we rely on day to day

What Success Looks Like

You'll know it's working when guests and Members feel looked after at every step, and the numbers show it. The measures this role owns more than any other:

- Guest feedback scores and review sentiment about how we communicated

- Response times and resolution rates across every channel

- Member renewal rates and how often Members and repeat guests come back

- Escalations resolved quickly and fairly, with fewer refunds and vouchers needed over time

- A team that's confident on the phone and calls guests as a matter of course

- Live chat and phone launched, adopted by the team and loved by guests

- A settled, happy team with low turnover and full shift coverage

What We're Looking For

- Experience managing a remote customer or guest team, ideally across shifts and time zones

- Lots of personality, and a love for chatting on the phone: warm, engaging and confident talking to people who are excited, nervous or frustrated

- A track record of handling complaints and escalations, and turning unhappy guests into fans

- Experience building relationships with a community, members or loyal customers, ideally in hospitality, travel or a subscription business (not essential)

- Excellent written and verbal communication, with a natural feel for tone

- A calm head and a people-first approach to problem solving

- Comfortable with reporting: you can pull together the numbers, spot what they're telling you and act on it

- Able to juggle day-to-day guest support with longer-term improvements

- Based in London, UK, and happy with the occasional Saturday/Sunday shift to support the team

Good to know

- Salary of up to £45k per annum

- WeWork AllAccess membership

- 25 days holiday per year, plus bank hols

- Team lunches every Friday

- Two free Unplugged stays per year

- A discount on Unplugged stays for your friends and family

- Discounts from many of our partner brands