Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aac6m

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, , 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

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 integral partner of Airbnb and have checked-in more than 1,500,000 guests.

Required Skill Profession

Information And Record Clerks

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aac6m

📌 Bilingual Support Representative (English & Spanish) (Bogotá)
🏢 KeyNest
📍 Bogotá