Bilingual Customer Support Representative (Remote)

About the role

KeyNest is building a trusted, multilingual support team to solve real‑world problems for guests, hosts and business partners. As a Bilingual Customer Support Representative you will be the first point of contact, handling inquiries via phone, email and live chat from a fully remote setting.

Key responsibilities

• Provide exceptional support across phone, email and live chat for access, booking, account and billing queries.
• Resolve issues from first contact to final solution, taking full ownership of each case.
• Handle time‑sensitive operational incidents and occasional GuestCare enquiries.
• Make outbound calls to gather information and coordinate resolutions.
• Prioritise multiple conversations based on urgency and impact.
• Collaborate with Operations, Technical Support and other internal teams.
• Document all interactions accurately in internal systems.
• Use sound judgement for situations outside standard processes and suggest improvements.

Required profile

• Fluent English (spoken and written) and fluency in at least one additional language: Spanish, Italian or French.
• Minimum 2 years of experience in customer support or a customer‑facing role.
• Comfortable conducting phone conversations and working independently in a remote environment.
• Willingness to work rotating shifts, including evenings, weekends and public holidays.

Required skills

What we offer

• Fully remote work with a 45‑hour rotating shift week.
• Structured onboarding and continuous learning via an internal training platform.
• Clear career progression and internal development opportunities.
• International team environment supporting customers across multiple countries and languages.
• Collaborative, supportive culture that values ideas and feedback.