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 fully 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 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 to resolve concerns.
• Perform end‑of‑day operational checks to keep all guest communications up to date.

Required profile

• Fluency in written and spoken French and English.
• Experience in customer success, support, guest services or short‑term rentals.
• Excellent written and verbal communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Highly organized with great attention to detail.
• Comfortable handling multiple systems and simultaneous conversations.

Required skills

• Slack
• Property management software
• AI assistant (MAIA) and shared inbox tools

What we offer

• Fully remote work environment.
• Collaboration with an international team.
• Supportive and growth‑focused company culture.
• Long‑term career development opportunities in a fast‑growing hospitality firm.