We are looking for an experienced bilingual Support Representative to act as the first point of contact for guests, hosts, and partners across KeyNest and GuestCare operations.
This is not a basic call centre role. You will be handling time-sensitive access issues, operational disruptions, and real-world guest situations where clarity, ownership, and calm decision-making are essential.
You will work across phone, email, and live chat resolving issues directly, making outbound calls when needed, and coordinating with internal teams to ensure fast, effective outcomes.
Tasks
- Acting as the primary contact for guests, hosts, and partners
- Seeing issues with KeyNest Points through to resolution.
- Help with billing queries and be able to guide customers on plans/usage.
- Handling access issues, booking concerns, service disruptions, and urgent operational incidents
- Making outbound calls to gather information and drive resolutions
- Guiding customers step-by-step through account, booking, and payment queries
- Assessing urgency and prioritising cases appropriately
- Escalating when technical or operational intervention is required
- Coordinating with operations, maintenance teams, and external stakeholders
- Managing high-pressure conversations with clarity and empathy
- Accurately documenting actions and outcomes in internal systems
- Using sound judgment when situations fall outside defined processes
- Contributing feedback to improve workflows and customer experience
Requirements
What We're Looking For
Language
- Fluent English (spoken and written)
- Fluent Spanish or Italian (spoken and written)
- Native or near-native written fluency in your second language is essential
- Fluency in all three languages (English, Spanish, Italian) is a strong advantage
Experience
- 23+ years in customer support, technical support, or GuestCare-style roles
- Experience in operational, time-sensitive environments
- Familiarity with short-term rental or property management platforms (Airbnb, Booking.com, PMS tools preferred)
- Experience supporting Airbnb-related cases is highly desirable
Skills
- Strong problem-solving ability and sound judgment
- Calm and confident under pressure
- Great multi-tasker
- Clear communicator with both technical and non-technical users
- Comfortable working remotely in a fast-paced, tech-driven environment
- Flexible to work shifts, including evenings and weekends
Benefits
- A meaningful role directly impacting guest and host experiences
- Exposure to both Customer Support and GuestCare operations
- A collaborative, international remote team
- A fully remote setup with real room for growth
- Competitive compensation aligned with experience
