Provide exceptional customer support via phone, email and live chat.
Assist guests, hosts and business partners with access, booking, account and billing enquiries.
Resolve customer issues from first contact through to resolution, taking full ownership of each case.
Handle time-sensitive operational incidents and occasional GuestCare enquiries.
Make outbound calls to customers and partners to gather information and coordinate resolutions.
Prioritise multiple conversations and cases based on urgency and impact.
Work closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.
Accurately document all interactions and actions taken within our internal systems.
Use sound judgement when handling situations that fall outside standard processes.
Contribute ideas that improve our processes, products and customer experience.

Fluent English (spoken and written).
Fluent in at least one of the following: Spanish, Italian, French.
At least 2 years' experience in customer support or another customer-facing role.
Comfortable handling customer conversations over the phone.
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.
Comfortable working independently in a fully remote environment.
A proactive mindset with a willingness to learn and improve.
Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.

Fully remote working.
45-hour working week on a rotating shift pattern.
Structured onboarding and continuous learning through our internal training platform.
Clear opportunities for career progression and internal development.
Work with an international team supporting customers across multiple countries and languages.
A collaborative, supportive culture where your ideas and feedback are valued.
Competitive salary based on your experience and location.

Bilingual Customer Support Representative

Key skills