Bilingual Customer Support Representative – French & English

About the role

KeyNest is looking for a Bilingual Customer Support Representative who will be the first point of contact for guests, hosts and business partners. Working remotely, you will handle inquiries via phone, email and live chat, primarily for the KeyNest platform with occasional support for GuestCare during peak periods.

Key responsibilities

• Provide exceptional customer support across phone, email and live chat.
• Assist guests, hosts and partners with access, booking, account and billing enquiries.
• Resolve issues from first contact through to resolution, taking full ownership.
• Handle time‑sensitive operational incidents and occasional GuestCare enquiries.
• Make outbound calls to gather information and coordinate resolutions.
• Prioritise multiple conversations and cases based on urgency and impact.
• Collaborate with Operations, Technical Support and other internal teams.
• Accurately document all interactions in internal systems.
• Use sound judgement for situations outside standard processes.
• Contribute ideas to improve processes, products and the customer experience.

Required profile

• Fluent English (spoken and written) and native‑level French.
• At least 2 years of experience in customer support or a customer‑facing role.
• Comfortable handling phone conversations.
• 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.
• Ability to work independently in a fully remote environment.
• Proactive mindset with a willingness to learn.
• Flexibility to work rotating shifts, including evenings, weekends and public holidays.

Required skills

What we offer

• Fully remote working arrangement.
• 45‑hour rotating shift week with a 1‑hour break.
• Structured onboarding and continuous learning via an internal training platform.
• Clear opportunities for career progression and internal development.
• Collaboration with an international team supporting customers across multiple countries and languages.
• Supportive culture where ideas and feedback are valued.
• Competitive salary based on experience.