Customer Support Consultant – Bilingual English/French (Remote)

About the role

SupportYourApp is looking for a bilingual Customer Support Consultant to join its remote team. You will be the primary point of contact for guests, handling inquiries via phone, chat and email while ensuring a smooth and memorable experience.

Key responsibilities

• Deliver outstanding customer support through multiple channels (phone, chat, email).
• Manage day‑to‑day guest communication, responding promptly during key booking periods.
• Coordinate with cleaning and maintenance teams to resolve operational issues.
• Handle guest concerns from initial contact to full resolution, escalating when necessary.
• Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks and guest data.
• Process booking modifications, extensions, date changes and special requests.
• Evaluate and manage refund requests in line with company policies.

Required profile

• Fluent English and French (C1 level, spoken and written).
• Minimum 6 months experience in a customer support role.
• Strong analytical and research abilities.
• Experience in the travel or hospitality sector.
• Positive, proactive and responsible attitude.
• Reliable PC (≥8 GB RAM) and stable internet connection (≥50 Mbps download, 40 Mbps upload).

Required skills

• Hostaway
• Duve
• Turno
• AppSheet

What we offer

• Fully remote, flexible schedule.
• Inclusive international work environment.
• Compensation paid in USD.
• Referral rewards and internal health policy.
• Leadership focused on personal development.
• Self‑development resources and a culture of trust with no time‑tracking requirements.