Bilingual Support Representative (English & Spanish)
Remote (Colombia)
Employee
Other
Tasks
- Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
- Handle GuestCare and KeyNest 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
Requirements
- Fluent English and Spanish (spoken and written) — native or near-native Spanish writing is essential
- Minimum 2–3 years’ experience in customer service, technical support, or GuestCare-style roles
- Experience supporting customers in time-sensitive or operational environments
- Familiarity with vacation rental or property management platforms (e.g. Airbnb, Booking.com, PMS tools)
- Strong problem-solving skills with the ability to stay calm under pressure
- Confident communicator who can explain solutions clearly to both technical and non-technical users
- Comfortable working in a fast-paced, remote, and tech-driven environment
- Flexibility to work different shifts and time zones, including evenings or weekends, if required
- Experience with Airbnb desirable
Benefits
- A meaningful role directly impacting guest and host experiences
- The opportunity to work across Customer Support and GuestCare operations
- A collaborative, international, and supportive remote team
- 100% remote setup with room for professional growth
- Competitive compensation and benefits
Updated: 1 minute ago
Job ID: 15872998
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