KeyNest

Bilingual Support Representative – English, Spanish

KeyNest

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • 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

Requirements

  • Fluent English and Spanish (spoken and written) — native or near-native Spanish writing is essential
  • Minimum 2–3 years’ experience in customer service, technical support, or GuestCare-style roles
  • Experience supporting customers in time-sensitive or operational environments
  • Familiarity with vacation rental or property management platforms (e.g. Airbnb, Booking.com, PMS tools)
  • Strong problem-solving skills with the ability to stay calm under pressure
  • Confident communicator who can explain solutions clearly to both technical and non-technical users
  • Comfortable working in a fast-paced, remote, and tech-driven environment
  • Flexibility to work different shifts and time zones, including evenings or weekends, if required
Benefits
  • A meaningful role directly impacting guest and host experiences
  • The opportunity to work across Customer Support and GuestCare operations
  • A collaborative, international, and supportive remote team
  • 100% remote setup with room for professional growth
  • Competitive compensation and benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetechnical supportproblem-solvingdocumentationaccount managementbooking managementpayment processingincident managementcase prioritizationescalation management
Soft Skills
communicationempathycalm under pressureflexibilityconfident communicatorteam coordinationfeedback contributionhigh service standardscustomer satisfactionsound judgment