Customer Success Specialist

About the role

We are seeking a bilingual (French & English) Customer Success Specialist 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, 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, verify upcoming arrivals and special requests, and proactively contact guests before arrival, after late arrivals and before departure.
• Resolve guest concerns quickly and perform end‑of‑day operational checks to keep 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 strong attention to detail and ability to manage multiple conversations simultaneously.

Required skills

• Slack
• Property management systems
• Hospitality software
• AI assistant (MAIA) for message generation

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.