Bilingual Customer Success Specialist (French & English) – Remote

About the role

We are seeking a bilingual Customer Success Specialist who speaks French and English to join our fast‑growing hospitality team. The role is fully remote and focuses on delivering outstanding guest experiences across our short‑term rental portfolio.

Key responsibilities

• Handle guest communications via phone, email, chat and messaging platforms.
• Review overnight operational updates, Slack notifications and verify payment links for security deposits, early check‑ins and late check‑outs.
• Adjust schedules for last‑minute bookings and validate AI‑generated guest messages (MAIA) and shared‑inbox correspondence.
• Monitor housekeeping completion, cleaning reports and upcoming arrivals, including special requests.
• Proactively contact guests before arrival, after late arrivals and before departure to resolve concerns quickly.
• Perform end‑of‑day checks to ensure all guest communications are up‑to‑date.

Required profile

• Fluent in written and spoken French and English.
• Experience in customer success, support, guest services or short‑term rental operations.
• Strong written and verbal communication, problem‑solving and conflict‑resolution abilities.
• Highly organized with keen attention to detail.

Required skills

• Slack
• Property management system
• Hospitality software
• AI assistant (MAIA) for message generation

What we offer

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