[Hiring] Bilingual Customer Support Representative @KeyNest

Role Description

At KeyNest, we're building a customer support team that's trusted to solve real-world problems, not just answer tickets. As a Bilingual Customer Support Representative, you'll be the first point of contact for guests, hosts and business partners, providing support across phone, email and live chat. Most of your work will focus on KeyNest, with occasional support for our GuestCare service during busy periods or out-of-hours coverage.

This is a fast-paced role where no two days are the same. You could be helping a guest access their accommodation, resolving a billing query, coordinating with our Operations team, or investigating a technical issue. We're looking for people who enjoy solving problems, taking ownership and delivering exceptional customer experiences.

If you're calm under pressure, communicate clearly and enjoy making a real impact, we'd love to hear from you.

• Provide exceptional customer support via phone, email and live chat.
• Assist guests, hosts and business partners with access, booking, account and billing enquiries.
• Resolve customer issues from first contact through to resolution, taking full ownership of each case.
• Handle time-sensitive operational incidents and occasional GuestCare enquiries.
• Make outbound calls to customers and partners to gather information and coordinate resolutions.
• Prioritise multiple conversations and cases based on urgency and impact.
• Work closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.
• Accurately document all interactions and actions taken within our internal systems.
• Use sound judgement when handling situations that fall outside standard processes.
• Contribute ideas that improve our processes, products and customer experience.

Qualifications

• Fluent English (spoken and written).
• Fluent in at least one of the following: Spanish, Italian, French.
• Additional languages are a strong advantage.
• At least 2 years' experience in customer support or another customer-facing role.
• Comfortable handling customer conversations over the phone.
• Experience in hospitality, travel, property management or technology is beneficial, but not essential.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making ability.
• Calm and confident under pressure.
• Organised and able to manage multiple priorities.
• Comfortable working independently in a fully remote environment.
• A proactive mindset with a willingness to learn and improve.
• Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.

Benefits

• Fully remote working.
• 40-hour working week on a rotating shift pattern + 1 hour break.
• Structured onboarding and continuous learning through our internal training platform.
• Clear opportunities for career progression and internal development.
• Work with an international team supporting customers across multiple countries and languages.
• A collaborative, supportive culture where your ideas and feedback are valued.
• Competitive salary based on your experience and location.

Company Description

Founded in London, KeyNest is a fast-growing network of shops where Airbnb hosts and Property Managers can securely store their keys so that their guests / new tenants / cleaners / contractors can pick them up whenever is convenient for them. We are a global partner of Airbnb and have checked-in more than 1,500,000 guests.