About this role
Role Overview
- 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
Requirements
- 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
Benefits
- A meaningful role directly impacting guest and host experiences
- Exposure to both Customer Support and GuestCare operations
- A collaborative, international remote team
- A fully remote setup with real room for growth
- Competitive compensation aligned with experience