GuestCare Support Representative, Bilingual

KeyNest

GuestCare Support Representative managing guest and host communications remotely for short-term rentals and hospitality clients. Handling inbound and outbound calls while following client-specific guidelines.

Posted 4/16/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSenior💰 COP 2,500,000 - COP 3,000,000 per monthWebsite

About the role

Key responsibilities & impact

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

What you’ll need

Fluent in English + (Spanish or French) - Full Professional 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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call centre experiencecustomer support experienceGuestCare experiencetime-sensitive interaction handlinghigh-volume interaction handlingmultitaskingproblem-solvingsound judgment

Soft Skills

clear communicationcalm under pressurestructured approachsolution-focused mindsetadaptability