Customer Success Specialist

Job Overview

We're looking for a Bilingual Customer Success Specialist (French & English) to join our growing hospitality team. If you're fluent in both French and English, enjoy helping people, and thrive in a fast-paced environment, we'd love to hear from you.

In this role, you'll be responsible for delivering exceptional guest experiences by managing guest communication and supporting daily operational activities across our short-term rental portfolio.

Key Responsibilities

• Manage guest communication via phone, email, chat, and messaging platforms.
• Review overnight operational updates and Slack notifications.
• Verify payment links for security deposits, early check-ins, and late check-outs.
• Adjust schedules based on last-minute bookings.
• Review and validate guest messages generated by our AI assistant (MAIA) and the shared inbox.
• Monitor housekeeping completion and cleaning reports.
• Verify upcoming arrivals, including special requests and late check-ins.
• Proactively contact guests before arrival, after late arrivals, and before departure.
• Resolve guest concerns quickly to ensure a positive experience.
• Perform end-of-day operational checks to ensure all guest communications are up to date.

Requirements

• Fluency in both French and English (written and spoken) is required.
• Previous experience in Customer Success, Customer Support, Guest Services, Hospitality, or Short-Term Rentals.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Highly organised with strong attention to detail.
• Comfortable working with multiple systems and managing several conversations simultaneously.
• Experience with property management systems or hospitality software is an advantage.

Nice to Have

• Experience with short-term rental operations.
• Familiarity with Slack, shared inboxes, or property management software.
• Experience working in a remote environment.

What We Offer

• Fully remote position.
• Opportunity to work with an international team.
• Supportive and collaborative work environment.
• Long-term growth opportunities within a fast-growing hospitality company.