At KeyNest, our GuestCare team operates as a 24/7 extension of our clients’ businesses,handling guest and host communication when they’re unavailable or need additional support.
We support short-term rentals, serviced apartments, mid-term stays, hotels, etc, answering calls, chats and resolving issues based on each client’s specific preferences and instructions.
We’re currently building and scaling our GuestCare function, and this is a unique opportunity to join early helping shape how the team operates, contributes, and grows.
Tasks
- 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
- Fluent in English + (Spanish or French) - Full Proffesional 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
- 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
- Competitive compensation