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. 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.
• Validate guest messages generated by our AI assistant (MAIA) and the shared inbox.
• Monitor housekeeping completion and cleaning reports.
• Confirm upcoming arrivals, special requests and late check‑ins.
• Proactively contact guests before arrival, after late arrivals and before departure.
• Resolve guest concerns quickly to maintain 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, Guest Services, Hospitality or Short‑Term Rentals.
• Excellent written and verbal communication.
• Strong problem‑solving and conflict‑resolution abilities.
• Highly organised with great attention to detail.
• Comfortable handling multiple systems and concurrent conversations.
• Experience with property management or hospitality software is a plus.

Required skills

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

What we offer

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