<h3>English + Spanish, Italian or French </h3><p>At <a href="https://himalayas.app/companies/keynest">KeyNest</a>, we're building a customer support team that's trusted to solve real-world problems, not just answer tickets.</p><p>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 <a href="https://himalayas.app/companies/keynest">KeyNest</a>, with occasional support for our GuestCare service during busy periods or out-of-hours coverage.</p><p>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.</p><p>If you're calm under pressure, communicate clearly and enjoy making a real impact, we'd love to hear from you.</p><h3>Tasks</h3><ul><li><p>Provide exceptional customer support via phone, email and live chat.</p></li><li><p>Assist guests, hosts and business partners with access, booking, account and billing enquiries.</p></li><li><p>Resolve customer issues from first contact through to resolution, taking full ownership of each case.</p></li><li><p>Handle time-sensitive operational incidents and occasional GuestCare enquiries.</p></li><li><p>Make outbound calls to customers and partners to gather information and coordinate resolutions.</p></li><li><p>Prioritise multiple conversations and cases based on urgency and impact.</p></li><li><p>Work closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.</p></li><li><p>Accurately document all interactions and actions taken within our internal systems.</p></li><li><p>Use sound judgement when handling situations that fall outside standard processes.</p></li><li><p>Contribute ideas that improve our processes, products and customer experience.</p></li></ul><h3>Requirements</h3><h3>Languages</h3><ul><li><h3>Fluent English (spoken and written).</h3></li><li><h3>Fluent in at least one of the following:</h3></li><li><h3>Spanish</h3></li><li><h3>Italian</h3></li><li><h3>French</h3></li><li><p>Additional languages are a strong advantage.</p></li></ul><h3>Experience</h3><ul><li>At least 2 years' experience in customer support or another customer-facing role.</li><li>Comfortable handling customer conversations over the phone.</li><li>Experience in hospitality, travel, property management or technology is beneficial, but not essential.</li></ul><h3>Skills</h3><ul><li>Excellent written and verbal communication skills.</li><li>Strong problem-solving and decision-making ability.</li><li>Calm and confident under pressure.</li><li>Organised and able to manage multiple priorities.</li><li>Comfortable working independently in a fully remote