Bilingual Customer Support Representative

About the Role

KeyNest is a global specialist in secure key storage and management solutions, supporting a diverse client base including Airbnb hosts, property managers, real estate professionals, and various corporate partners. By integrating a network of exchange points, advanced software, and secure lockers, the company ensures efficient key handling. As a Bilingual Customer Support Representative, you will operate within an international team, contributing to the firm's goal of delivering premium service to a global audience. The role involves managing inquiries related to bookings, accounts, and billing, while working within a collaborative environment that prioritizes professional development and structured learning.

Requirements

• Fluency in English and at least one of the following: Spanish, Italian, or French.
• At least two years of experience in a customer support or customer-facing role.
• Proficiency in handling phone-based communications.
• Strong decision-making and problem-solving skills.
• Ability to maintain composure and confidence under pressure.
• Strong organizational skills and the ability to effectively prioritize tasks.
• Capacity to work autonomously in a fully remote setting.
• Proactive mindset and flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• Previous experience in travel, property management, technology, or hospitality is considered a plus.

Responsibilities

• Provide high-quality customer assistance via phone, email, and live chat.
• Manage customer cases end-to-end, including time-sensitive operational issues.
• Conduct outbound calls to obtain essential information.
• Collaborate with internal departments, such as Technical Support and Operations, to resolve complex issues.
• Maintain accurate records of all customer interactions in internal software.
• Manage and prioritize tasks based on urgency and operational impact.
• Apply sound judgment to resolve non-standard situations.
• Propose improvements for products and internal processes.
• Support guest care functions as required during peak hours or out-of-office periods.

Benefits & Perks

• Competitive salary commensurate with location and experience.
• 40-hour work week on a rotating shift pattern (includes a one-hour break).
• 20 days of annual leave.
• Fully remote work environment.
• Access to structured onboarding and ongoing learning opportunities via an internal training platform.
• Clear pathways for career advancement and professional development.