Bilingual Customer Success Specialist (French & English)

About the role

We are seeking a bilingual Customer Success Specialist fluent in French and English to join our fast‑growing hospitality team. You will ensure exceptional guest experiences across our short‑term rental portfolio by handling communications, supporting daily operations, and resolving issues quickly.

Key responsibilities

• Manage guest communication via phone, email, chat, and messaging platforms.
• Review overnight operational updates and Slack notifications.
• Verify payment links for security deposits, early check‑ins, and late check‑outs.
• Adjust schedules for last‑minute bookings.
• Validate guest messages generated by our AI assistant (MAIA) and the shared inbox.
• Monitor housekeeping completion and cleaning reports.
• Confirm upcoming arrivals, special requests, and late check‑ins.
• Proactively contact guests before arrival, after late arrivals, and before departure.
• Resolve guest concerns promptly to maintain a positive experience.
• Perform end‑of‑day operational checks to keep all guest communications up to date.

Required profile

• Fluency in both French and English (written and spoken).
• Previous experience in Customer Success, Guest Services, Hospitality, or Short‑Term Rentals.
• Excellent written and verbal communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Highly organized with strong attention to detail.
• Comfortable handling multiple conversations and systems simultaneously.

Required skills

• Slack
• Property management software
• AI assistant (MAIA) for message validation

What we offer

• Fully remote position.
• Opportunity to work with an international, supportive team.
• Collaborative work environment with long‑term growth potential.