Acting as the primary contact for guests, hosts, and partners
Seeing issues with KeyNest Points through to resolution.
Help with billing queries and guide customers on plans/usage.
Handling access issues, booking concerns, service disruptions, and urgent operational incidents
Making outbound calls to gather information and drive resolutions
Guiding customers step-by-step through account, booking, and payment queries
Assessing urgency and prioritizing cases appropriately
Escalating when technical or operational intervention is required
Coordinating with operations, maintenance teams, and external stakeholders
Managing high-pressure conversations with clarity and empathy
Accurately documenting actions and outcomes in internal systems
Using sound judgment when situations fall outside defined processes
Contributing feedback to improve workflows and customer experience

Fluent English (spoken and written)
Fluent Spanish or Italian (spoken and written)
Native or near-native written fluency in your second language is essential
Fluency in all three languages (English, Spanish, Italian) is a strong advantage
2–3+ years in customer support, technical support, or GuestCare-style roles
Experience in operational, time-sensitive environments
Familiarity with short-term rental or property management platforms (Airbnb, Booking.com, PMS tools preferred)
Experience supporting Airbnb-related cases is highly desirable

KeyNest

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