Bilingual Customer Success Specialist (French & English)

About the role

We are seeking a bilingual Customer Success Specialist who is fluent in French and English to join our fast‑growing hospitality team. In this fully remote position you will ensure exceptional guest experiences across our short‑term rental portfolio by handling communications and supporting daily operations.

Key responsibilities

• Manage guest interactions 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 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 keep all guest communications up to date.

Required profile

• Fluency in written and spoken French and English.
• Previous experience in customer success, support, guest services, hospitality or short‑term rentals.
• Excellent written and verbal communication with strong problem‑solving abilities.
• Highly organized, detail‑oriented and able to juggle multiple conversations simultaneously.

Required skills

• Slack
• Property management systems
• Hospitality software
• AI assistant (MAIA) for guest messaging

What we offer

• Fully remote work environment.
• Collaboration with an international, supportive team.
• Opportunities for long‑term growth within a fast‑growing hospitality company.