Bilingual Support Representative (English & Spanish) - Remote

Overview

The Bilingual Support Representative will act as the first point of contact for guests, hosts, and partners, providing assistance across various channels while ensuring high service standards and customer satisfaction.

In Short

• 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

Requirements

• 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

Benefits

• A meaningful role directly impacting guest and host experiences
• The opportunity to work across Customer Support and GuestCare operations
• A collaborative, international, and supportive remote team
• 100% remote setup with room for professional growth
• Competitive compensation and benefits