Bilingual Support Representative (English & Spanish)
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Tasks
- Act as the first point of contact for guests hosts and partners across multiple channels (phone email live chat)
- Handle GuestCare and KeyNest incidents including access issues property concerns and service disruptions
- Make outbound calls to gather information provide updates and drive resolutions
- Guide customers step-by-step through account booking access and payment-related questions
- Assess urgency prioritise cases and escalate appropriately when operational or technical support is required
- Coordinate with operations maintenance and external stakeholders to resolve complex or after-hours issues
- Provide clear calm and empathetic communication during high-pressure situations
- Accurately document interactions actions taken and outcomes in internal systems
- Follow defined protocols while using sound judgment when situations fall outside standard processes
- Contribute feedback to help improve workflows documentation and the overall guest experience
- Maintain consistently high service standards and customer satisfaction
Requirements
- Fluent English and Spanish (spoken and written) native or near-native Spanish writing is essential
- Minimum 23 years experience in customer service technical support or GuestCare-style roles
- Experience supporting customers in time-sensitive or operational environments
- Familiarity with vacation rental or property management platforms (e.g. Airbnb PMS tools)
- Strong problem-solving skills with the ability to stay calm under pressure
- Confident communicator who can explain solutions clearly to both technical and non-technical users
- Comfortable working in a fast-paced remote and tech-driven environment
- Flexibility to work different shifts and time zones including evenings or weekends if required
Benefits
- A meaningful role directly impacting guest and host experiences
- The opportunity to work across Customer Support and GuestCare operations
- A collaborative international and supportive remote team
- 100% remote setup with room for professional growth
- Competitive compensation and benefits
Key Skills
- Data Entry
- Deputy
- Drafting
- Hibernate
- Administration Support
- Activex
About Company
Founded in London, KeyNest is a fast-growing network of shops where Airbnb hosts and Property Managers can securely store their keys so that their guests / new tenants / cleaners / contractors can pick them up whenever is convenient for them. We are a global partner of Airbnb and have ... View more
