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. 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.
• 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 written and spoken French and English.
• Experience in Customer Success, Guest Services, Hospitality, 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 system
• Hospitality software
• Shared inbox tools
• AI assistant (MAIA) platform

What we offer

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