GuestCare Support Representative (Bilingual)

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