GuestCare Support Representative (Bilingual)

At KeyNest, our GuestCare team operates as a 24/7 extension of our clients’ businesses,handling guest and host communication when they’re unavailable or need additional support.

We support short-term rentals, serviced apartments, mid-term stays, hotels, etc, answering calls, chats and resolving issues based on each client’s specific preferences and instructions.

We’re currently building and scaling our GuestCare function, and this is a unique opportunity to join early helping shape how the team operates, contributes, and grows.

Tasks

Handle inbound calls as part of a 24/7 GuestCare call centre

Act as an extension of multiple clients’ teams, following their specific processes and guidelines

Manage out-of-hours support, stepping in when client teams are offline

Resolve a wide range of GuestCare scenarios — access issues, guest concerns, and urgent requests

Make outbound calls to drive resolutions and provide updates

Multitask across multiple systems, quickly adapting based on the client and type of call

Confidently switch between tools, platforms, and workflows depending on which customer you are supporting

Assess urgency and take action within client-approved frameworks

Escalate where needed while ensuring a smooth customer experience

Communicate clearly, calmly, and professionally in high-pressure situations

Accurately log all interactions and outcomes

Provide feedback to managers on client processes, documentation, and workflows to ensure requests are realistic, scalable, and operationally effective

Requirements

Fluent in English + (Spanish or French) - Full Proffesional Proficiency

2–3 years’ experience in a call centre, customer support, or GuestCare environment

Experience handling time-sensitive or high-volume interactions

Strong ability to multitask and navigate multiple systems simultaneously

Comfortable adapting to different clients, tools, and ways of working throughout the day

Strong problem-solving skills and sound judgment

Calm, structured, and solution-focused under pressure

Comfortable working in a remote, fast-paced, shift-based environment

Willingness to work in a 24/7 operation, including weekends, early shifts, and overnight (graveyard) shifts

Comfortable with rotating schedules (shift patterns change approximately every 2 months)

Experience in hospitality or property management is a plus

Benefits

Be part of building a new and growing product within the business

Real opportunity to shape processes, structure, and ways of working

Clear progression and growth opportunities as the team scales

Work across a diverse portfolio of hospitality clients

Fully remote, international, and collaborative team

Salary for the role is 2,500,000 – 3,000,000 COP per month, depending on experience.