KeyNest

Bilingual Support Representative – English, Spanish, Italian

KeyNest

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • 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

Requirements

  • Fluent English (spoken and written)
  • Fluent Spanish or Italian (spoken and written)
  • Native or near-native written fluency in your second language is essential
  • Fluency in all three languages (English, Spanish, Italian) is a strong advantage
  • 2–3+ years in customer support, technical support, or GuestCare-style roles
  • Experience in operational, time-sensitive environments
  • Familiarity with short-term rental or property management platforms (Airbnb, Booking.com, PMS tools preferred)
  • Experience supporting Airbnb-related cases is highly desirable
Benefits
  • A meaningful role directly impacting guest and host experiences
  • Exposure to both Customer Support and GuestCare operations
  • A collaborative, international remote team
  • A fully remote setup with real room for growth
  • Competitive compensation aligned with experience
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttechnical supportbilling queriesaccount managementbooking managementpayment processingissue resolutioncase prioritizationdocumentation
Soft Skills
communicationempathyclarityjudgmentproblem-solvingcoordinationfeedback contributiontime managementstress management