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