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

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

Bilingual Support Representative – English, Spanish

Key skills