Bilingual Customer Support Representative

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver outstanding customer support through phone, email, and live chat.

• Assist guests, hosts, and business partners with inquiries related to access, bookings, accounts, and billing.

• Take complete ownership of each case by resolving customer issues from the initial contact to resolution.

• Manage time-sensitive operational incidents and occasional GuestCare inquiries.

• Make outbound calls to customers and partners to collect information and coordinate solutions.

• Prioritize multiple conversations and cases according to urgency and impact.

• Collaborate closely with Operations, Technical Support, and other internal teams to achieve the best customer outcomes.

• Maintain accurate documentation of all interactions and actions taken in our internal systems.

• Exercise sound judgment in situations that deviate from standard processes.

• Offer suggestions to enhance our processes, products, and overall customer experience.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Fluent in at least one of the following languages: Spanish, Italian, or French.

• A minimum of 2 years' experience in customer support or a similar customer-facing role.

• Comfortable engaging in customer conversations over the phone.

• Experience in hospitality, travel, property management, or technology is advantageous, though not required.

• Exceptional written and verbal communication skills.

• Strong problem-solving and decision-making capabilities.

• Remain calm and confident under pressure.

• Well-organized and able to juggle multiple priorities effectively.

• Able to work independently in a fully remote setting.

• A proactive attitude with a desire to learn and improve.

• Willingness to work a rotating shift schedule, including evenings, weekends, and public holidays.

🏝️ Benefits

• Fully remote work environment.

• 45-hour workweek on a rotating shift basis.

• Structured onboarding and ongoing learning through our internal training platform.

• Clear pathways for career advancement and internal development.

• Opportunity to work with an international team supporting customers across various countries and languages.

• A collaborative and supportive culture that values your ideas and feedback.

• Competitive salary based on your experience and location.