Bilingual Support Representative (English & Spanish)

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 o...