KeyNest

Support Representative

KeyNest

full-time

Posted on:

Location Type: Remote

Location: Philippines

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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 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

Requirements

  • Experience in customer service, especially with Airbnb or rental platforms
  • Strong verbal and written communication skills
  • Comfort communicating with customers by phone, email, and chat
  • Fluency in English
  • Additional European language (e.g., French, Spanish, German, Italian, Portuguese)
  • Ability to thrive in a fast-moving, dynamic work environment
  • Empathy and a customer-first attitude
  • Flexibility to work different shifts as needed
Benefits
  • The chance to shape the customer experience at a growing, well-funded startup
  • Collaboration with an international, ambitious, and supportive team
  • Offices in London, Paris, New York, and Barcelona
  • Competitive salary
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceincident handlingaccount managementbooking assistancepayment processingdocumentationworkflow improvementproblem-solvingcase prioritizationtechnical support
Soft Skills
communicationempathyprofessionalismflexibilitycustomer-first attitudecalmness under pressurecollaborationjudgmentadaptabilityattention to detail