Bilingual Support Representative – English, Spanish

📋 Description

• Serve as the primary point of contact for guests, hosts, and partners across various channels (phone, email, live chat)

• Address GuestCare and KeyNest incidents, including access challenges, property issues, and service interruptions

• Conduct outbound calls to collect information, provide updates, and facilitate resolutions

• Assist customers step-by-step with inquiries related to accounts, bookings, access, and payments

• Evaluate urgency, prioritize cases, and escalate as necessary when operational or technical support is needed

• Collaborate with operations, maintenance, and external parties to resolve intricate or after-hours problems

• Deliver clear, calm, and empathetic communication during high-pressure scenarios

• Accurately record interactions, actions taken, and results in internal systems

• Adhere to established protocols while exercising sound judgment when situations deviate from standard procedures

• Provide feedback to enhance workflows, documentation, and the overall guest experience

• Uphold consistently high service standards and customer satisfaction

⛳️ Requirements

• Proficient in English and Spanish (both spoken and written) — native or near-native Spanish writing is crucial

• At least 2–3 years of experience in customer service, technical support, or similar GuestCare roles

• Experience in supporting customers in time-sensitive or operational settings

• Familiarity with vacation rental or property management platforms (e.g., Airbnb, Booking.com, PMS tools)

• Strong problem-solving abilities with a capacity to remain composed under pressure

• Confident communicator capable of clearly explaining solutions to both technical and non-technical users

• Comfortable working in a fast-paced, remote, and technology-driven environment

• Willingness to work various shifts and time zones, including evenings or weekends, if necessary

• Experience with Airbnb is a plus

🏝️ Benefits

• A meaningful position that directly influences guest and host experiences

• The chance to work across Customer Support and GuestCare operations

• A collaborative, international, and supportive remote team

• 100% remote setup with opportunities for professional advancement

• Competitive compensation and benefits