GuestCare Support Representative (Bilingual)

At KeyNest, our GuestCare team operates as a 24/7 extension of our clients’ businesses,handling guest and host communication when they’re unavailable or need additional support.

We support short-term rentals, serviced apartments, mid-term stays, hotels, etc, answering calls, chats and resolving issues based on each client’s specific preferences and instructions.

We’re currently building and scaling our GuestCare function, and this is a unique opportunity to join early helping shape how the team operates, contributes, and grows.

Tasks

• 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
• Competitive compensation