KeyNest

Customer Support

• Make the customer experience simple and efficient
• Assist our customers and partners by phone and chat
• Quickly resolve technical and operational issues
• Ensure accurate, documented follow-up to improve our service
• Work closely with the team to refine and improve our processes

Customer Support, French/English

Account Manager

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Business Developer, Partnerships – Italian Market

• Acting as the primary contact for guests, hosts, and partners
• Seeing issues with KeyNest Points through to resolution.
• Help with billing queries and guide customers on plans/usage.
• Handling access issues, booking concerns, service disruptions, and urgent operational incidents
• Making outbound calls to gather information and drive resolutions
• Guiding customers step-by-step through account, booking, and payment queries
• Assessing urgency and prioritizing cases appropriately
• Escalating when technical or operational intervention is required
• Coordinating with operations, maintenance teams, and external stakeholders
• Managing high-pressure conversations with clarity and empathy
• Accurately documenting actions and outcomes in internal systems
• Using sound judgment when situations fall outside defined processes
• Contributing feedback to improve workflows and customer experience

Bilingual Support Representative – English, Spanish, Italian

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
• Handle GuestCare and KeyNest incidents, including access issues, property concerns, and service disruptions
• Make outbound calls to gather information, provide updates, and drive resolutions
• Guide customers step-by-step through account, booking, access, and payment-related questions
• Assess urgency, prioritise cases, and escalate appropriately when operational or technical support is required
• Coordinate with operations, maintenance, and external stakeholders to resolve complex or after-hours issues
• Provide clear, calm, and empathetic communication during high-pressure situations
• Accurately document interactions, actions taken, and outcomes in internal systems
• Follow defined protocols while using sound judgment when situations fall outside standard processes
• Contribute feedback to help improve workflows, documentation, and the overall guest experience
• Maintain consistently high service standards and customer satisfaction

Bilingual Support Representative – English, Spanish

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
• Handle GuestCare incidents, including access issues, property concerns, and service disruptions
• Make outbound calls to gather information, provide updates, and drive resolutions
• Guide customers step-by-step through account, booking, access, and payment-related questions
• Assess urgency, prioritise cases, and escalate appropriately when operational or technical support is required
• Coordinate with operations, maintenance, and external stakeholders to resolve complex or after-hours issues
• Provide clear, calm, and empathetic communication during high-pressure situations
• Accurately document interactions, actions taken, and outcomes in internal systems
• Follow defined protocols while using sound judgment when situations fall outside standard processes
• Contribute feedback to help improve workflows, documentation, and the overall guest experience
• Maintain consistently high service standards and customer satisfaction
• Quickly responding to customer inquiries via multiple channels
• Providing clear guidance on products, accounts, and billing
• Handling customer concerns with professionalism and care
• Recording interactions, feedback, and resolutions accurately
• Collaborating with colleagues to solve more complex issues
• Ensuring each customer interaction leaves a positive impression