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 position is fully remote and focuses on delivering outstanding guest experiences 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 for last‑minute bookings and validate AI‑generated guest messages.
• Monitor housekeeping completion, cleaning reports and upcoming arrivals, including special requests.
• 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).
• Previous experience in Customer Success, 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 handling multiple systems and simultaneous conversations.

Required skills

• Slack
• Property management system
• Hospitality software
• AI assistant (MAIA)
• Shared inbox tools

What we offer

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