Bilingual Customer Success Specialist (French & English) – Remote

About the role

We are seeking a bilingual Customer Success Specialist fluent in French and English to join our fast‑growing hospitality team. Working remotely, you will ensure exceptional guest experiences across our short‑term rental portfolio by handling communications and supporting daily operations.

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 for last‑minute bookings.
• 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 keep all guest communications up to date.

Required profile

• Fluency in French and English (written and spoken).
• 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 great attention to detail.
• Ability to work with multiple systems and manage several conversations simultaneously.

Required skills

• Slack
• Property management software
• Property management systems

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.