Online Booking Manager

Our client is a fast-growing startup transforming how campers book campsites across the U.S. Their technology monitors availability across 4,700+ campgrounds and helps users secure both instantly bookable sites and sold-out spots the moment they open up. Behind this automation is a human layer of Booking Agents who ensure every booking is accurate, timely, and successful.

Role Overview

The Booking Manager leads this operational engine. This role oversees the daily booking workflow, manages a distributed team of Booking Agents, handles time-sensitive booking requests, ensures customer satisfaction, and partners closely with Operations and Engineering to maintain a reliable, high-quality user experience.

This is a technical-leaning operations role, ideal for someone who excels at problem-solving, thrives in fast-paced environments, communicates clearly, and can manage a team while also jumping in hands-on. You don’t need to be an engineer – but you must be curious, tech-comfortable, detail-oriented, and eager to learn. Success in this role means smooth booking operations, fast response times, accurate execution, strong customer communication, and a highly accountable booking team.

Job Type: Full-time

Work Type: Remote

Location: South Africa

Working Hours: United States EST

Requirements

Experience Requirements

• 2+ years of experience in any of the following roles: Operations, Technical support, Customer support / success, QA testing, Booking/reservations, Logistics, dispatch, or real-time operations or Administrative coordination
• Demonstrated ability to handle complex digital workflows accurately and efficiently.
• Strong communication, organization, and problem-solving skills.

Preferred

• Experience managing or coordinating a small team.
• Startup or high-growth environment experience.
• Exposure to scripting languages, browser automation, or QA tools (not required but a strong plus).

Technical Aptitude & Problem Solving

• Strong proficiency with Windows-based systems.
• Ability to troubleshoot multi-step workflows, automation failures, and login/payment issues.
• Fast learner with the ability to adopt new software and complex systems.
• Bonus: familiarity with JavaScript, browser automation tools (e.g., Puppeteer), or QA testing environments.

Operational Excellence

• Comfortable in fast-paced, real-time environments where accuracy and response times are critical.
• Strong attention to detail and ability to manage high-volume, time-sensitive tasks.
• Competent with Google Sheets or similar tools for tracking and reporting.
• Able to work independently while maintaining consistency under pressure.

Leadership & Team Management

• Experience overseeing or coordinating a small team, shift-based workflow, or high-volume operations function.
• Ability to coach, audit, and hold team members accountable.
• Strong organizational and time management skills.

Customer Communication

• Excellent written and verbal communication.
• Ability to calm frustrated customers and explain solutions clearly.
• Empathetic, patient, and solution-oriented.
• Comfortable communicating across email, SMS, and phone.

Adaptability & Learning

• Thrives in a startup environment where processes evolve quickly.
• Willingness to learn technical concepts and collaborate with Engineering.
• Comfortable adopting new workflows, tools, and booking logic quickly.

Responsibilities

Booking Operations

• Oversee and participate in daily booking workflows, ensuring timely handling of both instant-book and sold-out scan bookings.
• Review booking notifications, verify details, and complete bookings accurately using their internal systems and campground platforms.
• Troubleshoot automation issues (login failures, session errors, VPN or browser issues) and complete manual steps when needed.
• Maintain high accuracy and speed in time-sensitive booking environments.

Team Leadership

• Manage a team of Booking Agents across multiple shifts.
• Conduct daily audits on booking accuracy, process adherence, and response times.
• Track agent performance, hours worked, and bonus eligibility.
• Provide coaching, support, and accountability to ensure consistent high performance.
• Coordinate shift coverage and ensure seamless transitions between agents.

Customer Communication & Support

• Contact users when booking issues arise (e.g., expired credentials, payment failures, unavailable sites).
• Communicate professionally via email, SMS, and phone.
• Resolve customer questions related to bookings, profiles, account access, or platform usage.
• Collaborate with Customer Support and escalate complex issues when necessary.

Technical & Process Problem-Solving

• Identify and resolve issues involving login sessions, browser automation, VPN routing, or platform inconsistencies.
• Work closely with Engineering to report recurring bugs or process gaps.
• Learn and adapt to evolving booking logic, system updates, and new operational tools.

Reporting & Administration

• Maintain accurate internal notes and booking records.
• Prepare bi-weekly payroll inputs for Booking Agents (hours, bonuses, adjustments)
• Use spreadsheets or reporting tools to track trends, booking volume, and operational performance.
• Recommend workflow improvements to support scale and efficiency.