Bilingual Support Representative (English & Spanish)

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 2–3 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, Booking.com, 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

Experience with Airbnb desirable

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