{"id":4087805,"url":"https://alion.io/job/keynest-bilingual-customer-support-representative-remote","title":"Bilingual Customer Support Representative (Remote)","company":{"id":680436,"name":"KeyNest","domain":"keynest.com","url":"https://alion.io/company/keynest","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Join","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T10:39:22Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T19:23:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"English + Spanish, Italian or French\nAt KeyNest, we're building a customer support team that's trusted to solve real-world problems, not just answer tickets.\nAs 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.\nThis 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.\nIf you're calm under pressure, communicate clearly and enjoy making a real impact, we'd love to hear from you.\nTasks\nProvide exceptional customer support via phone, email and live chat.\n\nAssist guests, hosts and business partners with access, booking, account and billing enquiries.\n\nResolve customer issues from first contact through to resolution, taking full ownership of each case.\n\nHandle time-sensitive operational incidents and occasional GuestCare enquiries.\n\nMake outbound calls to customers and partners to gather information and coordinate resolutions.\n\nPrioritise multiple conversations and cases based on urgency and impact.\n\nWork closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.\n\nAccurately document all interactions and actions taken within our internal systems.\n\nUse sound judgement when handling situations that fall outside standard processes.\n\nContribute ideas that improve our processes, products and customer experience.\n\nRequirements\nLanguages\nFluent English (spoken and written).\n\nFluent in at least one of the following:\n\nSpanish\n\nItalian\n\nFrench\n\nAdditional languages are a strong advantage.\n\nExperience\nAt least 2 years' experience in customer support or another customer-facing role.\n\nComfortable handling customer conversations over the phone.\n\nExperience in hospitality, travel, property management or technology is beneficial, but not essential.\n\nSkills\nExcellent written and verbal communication skills.\n\nStrong problem-solving and decision-making ability.\n\nCalm and confident under pressure.\n\nOrganised and able to manage multiple priorities.\n\nComfortable working independently in a fully remote environment.\n\nA proactive mindset with a willingness to learn and improve.\n\nFlexible to work a rotating shift pattern, including evenings, weekends and public holidays.\n\nBenefits\nFully remote working.\n\n40-hour working week on a rotating shift pattern + 1 hour break.\n\nStructured onboarding and continuous learning through our internal training platform.\n\nClear opportunities for career progression and internal development.\n\nWork with an international team supporting customers across multiple countries and languages.\n\nA collaborative, supportive culture where your ideas and feedback are valued.\n\nCompetitive salary based on your experience and location.\n\nAt KeyNest, we believe great customer support is about more than answering questions, it's about taking ownership, solving problems and making every interaction count.\nIf you're looking for a role where you'll be trusted to make decisions, develop new skills and help shape the experience of thousands of guests and hosts, we'd love to hear from you.\nOur hiring process typically includes an initial interview, a practical customer support assessment and a final interview.\nApply today and become part of a team that's redefining check-ins in the hospitality industry for 10 years.","description_format":"text","description_chars":3739,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vacation Rentals","Real Estate Brokerage"],"lifecycle":[{"event":"open","at":"2026-11-11T19:23:36Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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