GuestCare Support Representative, Bilingual

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KeyNest

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🤝 B2B

🏠 Real Estate

🛍️ eCommerce

💰 Seed Round on 2019-03

B2B • Real Estate • eCommerce

KeyNest is a company providing key storage and management solutions worldwide. It offers a network of KeyNest Points for convenient key exchanges, smart key management software for estate agents, and dedicated lockers for various settings. Their services cater to Airbnb hosts, property managers, real estate agents, and others needing secure key handling.

📋 Description

• 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