Bilingual Customer Success Specialist (French & English)

About the role

We are seeking a bilingual Customer Success Specialist fluent in French and English to join our fast‑growing hospitality team. The role focuses on delivering exceptional guest experiences across our short‑term rental portfolio while working fully remotely.

Key responsibilities

• Manage 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.
• Monitor housekeeping completion, cleaning reports, and verify upcoming arrivals, including special requests.
• Proactively contact guests before arrival, after late arrivals, and before departure to resolve concerns quickly.
• Perform end‑of‑day operational checks to ensure all guest communications are up to date.

Required profile

• Fluent in written and spoken French and English.
• Previous experience in Customer Success, Guest Services, Hospitality, or short‑term rentals.
• Excellent written and verbal communication with strong problem‑solving abilities.
• Highly organized, detail‑oriented, and able to handle multiple conversations simultaneously.

Required skills

• Proficiency with Slack.
• Experience using property management or hospitality software.
• Familiarity with shared inbox platforms.
• Ability to work with AI‑assisted tools such as MAIA.

What we offer

• Fully remote work environment.
• International, supportive, and collaborative team.
• Long‑term growth opportunities within a fast‑growing hospitality company.