Avani Office

Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best.
Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners.
Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most.
The Business Support Agent (BSA) provides operational support and coordination for key business processes, including Best Price Guarantee (BPG), Data Subject Access Requests (DSAR), Property Information Updates, user training, and business support case management. The role acts as a central point of contact between hotels, Customer Contact Centres, and corporate stakeholders, ensuring timely issue resolution, data accuracy, compliance, and service excellence. The BSA also supports process improvement initiatives, knowledge management, system adoption, and operational reporting to enhance overall business efficiency and support organizational objectives.KEY DUTIES AND RESPONSIBILITIES
Best Price Guarantee (BPG)
Review, assess, and validate Best Price Guarantee (BPG) claims against approved policies, booking details, rate conditions, supporting evidence, and submission timelines.
Coordinate with Hotels, Revenue Management, Reservation Agents, and other relevant stakeholders to investigate claims, communicate outcomes, maintain accurate documentation, and escalate exceptions when required.
Ensure claims are resolved within agreed service levels, monitor recurring rate parity issues, and provide reporting or insights to support continuous process improvement.
Data Subject Access Requests (DSAR)
Log and coordinate DSAR cases, including information checks, identity verification, data-owner follow-up, and deadline tracking.
Coordinate with Corporate, Regional, Privacy, Compliance, and operational teams while handling personal information confidentially.
Maintain complete records and escalate delays, unclear requests, risks, or potential data incidents.
Property Information Updates
Review, validate, and update approved property information across relevant systems, platforms, databases, and knowledge management tools to ensure accuracy, consistency, and completeness.
Coordinate with Hotels, Revenue Management, IT, and system owners to resolve discrepancies, obtain missing information, and ensure updates are implemented correctly and in a timely manner.
Support hotel onboarding, system enhancements, and user access requirements by performing quality checks, maintaining update records, and ensuring compliance with established processes and standards.
User Training and Operational Guidance
Deliver onboarding, refresher, system, process, and ad hoc training programs for Reservation Agents, Hotels, and other relevant stakeholders, ensuring users have the knowledge and skills required to perform their roles effectively.
Develop, maintain, and continuously improve operational documentation, including SOPs, user guides, job aids, FAQs, process flows, knowledge articles, and training materials to support consistent ways of working across the Customer Contact Centre.
Act as a subject matter expert for reservation-related processes and systems by providing operational guidance, supporting change implementation, identifying knowledge gaps, and collaborating with Training & Quality and other stakeholders to drive continuous learning and performance improvement.
Zendesk B2B and B2C Operational Support
Manage and support B2B and B2C operational requests through Zendesk, acting as a central point of coordination for guests, hotels, travel agents, corporate clients, loyalty members, regional and corporate offices, and other business partners.
Process and coordinate customer and business support activities in accordance with approved procedures, including profile management, reservation-related requests, membership services, service recovery cases, and other assigned operational tasks.
Ensure requests are resolved accurately and within agreed service levels through effective stakeholder collaboration, clear communication, case documentation, issue escalation, and continuous improvement of support processes.
Reservation, Systems and Business Support
Act as an escalation point for Reservation Agents on complex bookings, system questions, and operational procedures.
Maintain working knowledge of OPERA Cloud Central and relevant systems; support data quality and coordinate technical issues with IT and system owners.
Prepare assigned operational reports and presentations covering Customer Contact Centre (CCC) productivity, call quality, Messaging, MH Flow, KPIs, audit results, cases, and performance.
Maintain trackers and give Management visibility of volumes, turnaround times, risks, and improvement opportunities.
Provide administrative and project support to Business Support Management and communicate effectively across departments and regional Hotels.
Stakeholder Coordination and Operational Support
Collaborate with key stakeholders to support daily operations.
Maintain accurate operational data and documentation.
Prioritize requests, follow up, and escalate issues as required.
Identify opportunities to improve processes, systems, and service quality.
Support assigned reporting, coordination, and project activities.
Perform other duties as assigned by the Manager.
Qualifications
Bachelor’s degree in Business, Hospitality, Information Systems, or a related field.
1-3 years of experience in business support, customer service, project coordination, knowledge management, or related functions.
Proficient in Microsoft Office applications (Excel, PowerPoint, PowerPivot, and Teams). Experience with Learning Management Systems (LMS), knowledge management platforms, and learning material development is an advantage.
Strong communication, organization, and stakeholder coordination skills.
Detail-oriented with strong analytical, problem-solving, and documentation skills.
Experience with Zendesk, Help Center administration, knowledge management platforms, or customer service systems is an advantage.
Interest in digital transformation, automation, AI-enabled business solutions, and continuous improvement initiatives.
Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment.
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Pay: US$900-1,400/month, set by your experience and location. More experienced, qualified people are paid at the top of the range. Paid trial of 2-4 weeks at US$225/week.
This is a full-time, long-term remote role. It is not project-based or freelance work.
Hours: Remote, full-time (about 40 hours a week), with 3-4 hours overlap with Eastern Time (Canada) every weekday.
About us
We're a growing health and supplement brand in Canada, working to grow from Amazon into a household consumer brand with our own online store. We're a small team and we move fast. You'll work directly with the founder and with our designer.
Who we're looking for
Attitude matters as much as experience. We want someone who treats the brand like it's their own.
You'll be a great fit if you:
- Own results, not tasks. You know what grew the list or drove sales last week and why
- Test fast, read the numbers, and cut what isn't working
- Use AI tools every day and build workflows that save the team time
- Write clearly and give short, honest updates, including bad news early
- Can brief a designer and guide a teammate
- Want a long-term main job, not a side gig
Please don't apply if you're looking for a part-time gig, a short project, or a second job next to another full-time one.
What you'll do
- Instagram: own the content plan and growth, Reels, stories and carousels, creator and UGC collabs
- Email: own Klaviyo, build and improve flows (welcome, abandoned cart, post-purchase, win-back), plan weekly campaigns and segments, grow the list
- SMS: set up and run SMS flows and campaigns, grow the SMS list, keep it compliant
- Shopify: run the store and improve conversion with tests on product pages, offers, bundles and checkout
- DTC ads: help run Meta and TikTok ads with the founder, from angles and copy to creative briefs, launching tests and reading results
- AI: use AI tools across content, copy, video, research and reporting, and set up simple automations
- Lead: own the marketing calendar and guide our Marketing Manager
- Report: a short weekly report (store sales and conversion, email/SMS revenue, list growth, Instagram growth, ad results, next tests) and a monthly review
Requirements
- 3+ years marketing a consumer product brand online (DTC / e-commerce)
- You've built email flows and campaigns yourself in Klaviyo or similar, with revenue results you can show
- Instagram growth you can show: accounts you ran, content you led, real numbers
- Hands-on with Shopify admin and conversion testing
- Heavy, daily use of AI tools (e.g. ChatGPT, Claude, Midjourney, Canva AI, CapCut) and you can show us how
- Strong written English. Working English is required.
- Comfortable with numbers: Google Sheets, Shopify and Klaviyo reports
- Reliable computer, internet and power backup
Nice to have, not required: SMS tools (Postscript, Attentive, Klaviyo SMS); Meta Ads Manager or TikTok Ads hands-on; Shopify CRO apps and A/B testing; influencer or UGC programs; supplements, health or beauty brands; knowing what health claims a supplement can and can't make.
Your future here
- Long-term role on a growing brand, working directly with the founder
- Room to grow into Head of Marketing or Growth, help hire and lead a small team, own launches and new channels
- Pay grows with your impact, with regular raise reviews
Due to high volume, if you haven't heard from us within 2 weeks, please consider your application unsuccessful.
How to apply
Email [email protected] with the subject line starting "MKT-SR" (applications without it won't be reviewed). Include:
1. Your CV, with the brands you've marketed, the channels you ran, and your role on each
2. 2-3 work samples with results: an Instagram account you grew, an email or SMS flow you built (screenshots with revenue or open/click rates, blur client names), or a Shopify store you improved
3. A short video of 3 minutes or less, with you on camera: introduce yourself, say why this role interests you, and tell us about one campaign that worked and one that didn't, and why. Loom, an mp4, or a Google Drive link (set to "Anyone with the link") are all fine.
Or apply: https://tally.so/r/2jBDxM
Our process
1. Application review
2. Short unpaid skills test (2-3 hours max, 48 hours to send it). It's only a skills check; we won't use your work. AI use is allowed; we look at your thinking
3. 30-45 minute video interview where you share your screen, walk us through your test and real accounts
4. 2-4 week paid trial with weekly goals
5. Full-time role
Pay: US$600-1,000/month, set by your experience and location. More experienced, qualified people are paid at the higher end. Paid trial of 2-4 weeks at US$150-175/week.
This is a full-time, long-term remote role. It is not project-based or freelance work.
Hours: Remote, full-time (about 40 hours a week), with 3-4 hours overlap with Eastern Time (Canada) every weekday.
About us
We're a growing health and supplement brand in Canada, working to grow from Amazon into a household consumer brand with our own online store. We're a small team and we move fast. You'll work directly with the founder and with our designer.
Who we're looking for
We want someone who's genuinely good at this, with grit and a habit of learning fast. Attitude matters as much as experience.
You'll be a great fit if you:
- Learn fast and teach yourself new things without waiting to be shown
- Keep going when something doesn't work the first time
- Use AI tools every day and love trying new ones
- Write clear, natural English and care about small details
- Give short, honest updates and ask when you're stuck
- Want a long-term main job and to grow into a bigger marketing role
- Own results, not just tasks
Please don't apply if you're looking for a part-time gig, a short project, or a second job next to another full-time one.
What you'll do
- Instagram: make and schedule Reels, stories and carousels, write captions, reply to comments and DMs, track what works
- Email: build and send weekly email campaigns in Klaviyo, help set up and test flows
- SMS: write and send SMS campaigns, keep the list clean and opted-in
- Shopify: update products, pages, banners and discount codes
- DTC ads: make ad variations (copy, simple edits in Canva or CapCut) for Meta and TikTok tests
- AI: use AI tools for content, copy, short videos and research, and find faster ways to do things
- Report: a short weekly update on what you did, the numbers, and what you'll try next
Requirements
- 2+ years hands-on marketing for a consumer product brand online, with results you can show (Instagram growth, email or SMS numbers, store sales)
- You've run Instagram for a brand and written and sent email campaigns yourself (Klaviyo or similar)
- Daily use of AI tools (e.g. ChatGPT, Claude, Canva AI, CapCut) and you can show us how
- Comfortable in Canva and/or CapCut
- Good written English. Working English is required.
- Basic Google Sheets
- Reliable computer, internet and power backup
Nice to have, not required: building Klaviyo flows; Postscript or Attentive; Shopify admin; Meta Ads Manager; health, beauty or supplement brands.
Your future here
- Long-term role on a growing brand, working directly with the founder
- Room to grow into Senior Marketing Manager or Head of Marketing as you take on more
- Pay grows with your impact, with regular raise reviews
Due to high volume, if you haven't heard from us within 2 weeks, please consider your application unsuccessful.
How to apply
Email [email protected] with the subject line starting "MKT-MGR" (applications without it won't be reviewed). Include:
1. Your CV
2. 2-3 work samples with results: an Instagram account you ran (follower and engagement numbers), an email or SMS campaign you sent (open/click rates are great, blur client names), or content you made with AI tools
3. A short video of 3 minutes or less, with you on camera: introduce yourself, say why this role interests you, and tell us about something hard you taught yourself recently. Loom, an mp4, or a Google Drive link (set to "Anyone with the link") are all fine.
Or apply: https://tally.so/r/2jBDxM
Our process
1. Application review
2. Short unpaid skills test (2-3 hours max, 48 hours to send it). It's only a skills check; we won't use your work. AI use is allowed; we look at your thinking
3. 30-minute video interview where you share your screen, walk us through your test and show how you use AI
4. 2-4 week paid trial with weekly goals
5. Full-time role
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