Bilingual Support Representative (English & Spanish or Italian) - Remote

Overview

We are looking for an experienced bilingual Support Representative to act as the first point of contact for guests, hosts, and partners across KeyNest and GuestCare operations.

In Short

• 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 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

Requirements

• Fluent English (spoken and written)
• Fluent Spanish or Italian (spoken and written)
• 2–3+ years in customer support or technical support roles
• Experience in operational, time-sensitive environments
• Familiarity with short-term rental or property management platforms
• Strong problem-solving ability and sound judgment
• Calm and confident under pressure
• Great multi-tasker
• Clear communicator with technical and non-technical users
• Comfortable working remotely in a fast-paced environment

Benefits

• A meaningful role directly impacting guest and host experiences
• Exposure to Customer Support and GuestCare operations
• A collaborative, international remote team
• A fully remote setup with real room for growth
• Competitive compensation aligned with experience