Community Monitor

About RateGain

RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 16,000+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.

RateGain today is one of the world’s largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.

Founded in 2004 and headquartered in India, today RateGain works with 26 of the Top 33 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and all the top car rentals, including 25 Global Fortune 500 companies in unlocking new revenue every day.

Exploring the Role

We are looking for a Community Monitor who will be responsible for managing guest interactions across digital platforms. The role involves responding to guest messages and comments in a timely, accurate, and brand-aligned manner, while ensuring a high standard of customer experience and online reputation management.

How Your Day Will Look Like / Job Responsibilities

• Respond to guest messages and comments quickly, accurately, and with error-free, brand-safe communication within defined SLAs
• Match each hotel’s tone of voice, personalize responses, and build strong guest rapport
• Research and recommend relevant local activities, dining options, and attractions across global destinations
• Triage and escalate service-related issues to on-property teams; track progress and ensure closure
• Manage and safeguard online reputation during guest complaints, crisis situations, and high-visibility interactions
• Follow SoHo playbooks, brand guidelines, and QA standards to maintain consistency in responses
• Collaborate effectively within a remote team environment; ensure timely logins and proactive communication on coverage
• Handle PII responsibly and adhere to privacy and data security practices
  
  

Education & Work Experience

• Bachelor’s degree in any discipline
• 1-3 years of experience in customer support, social media management, hospitality, or a similar role preferred
  
  

Knowledge

• Understanding of customer service and digital communication best practices
• Familiarity with brand voice, tone guidelines, and online reputation management
• Awareness of global travel destinations, local experiences, and hospitality industry trends
• Basic knowledge of SLA-driven environments and escalation workflows
• Understanding of data privacy, PII handling, and security practices
  
  

Skills

• Strong written communication with high attention to grammar and accuracy
• Ability to personalize responses and engage effectively with guests
• Good research and problem-solving skills
• Ability to multitask and manage conversations within timelines
• Attention to detail and adherence to quality standards
• Strong collaboration skills for remote team environments
  
  

Attitude

• Customer-first mindset with a focus on delivering excellent guest experiences
• Ability to stay calm and professional in high-pressure or sensitive situations
• Proactive and accountable with strong ownership of tasks
• Willingness to learn, adapt, and follow defined processes
• Strong attention to detail and commitment to quality
  
  

Equal opportunity employer We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

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