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
Salary for the role is 2,500,000 – 3,000,000 COP per month, depending on experience.
Apply To This Job
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
Salary for the role is 2,500,000 – 3,000,000 COP per month, depending on experience.
Apply To This Job