(fluent English & French) Customer Support Consultant, hospitality

Remote from: Europe
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 7 Jul 2026
Apply before: 7 Aug 2026
Experience level: Midweight
Views / Applies: 85 / 4

About company

About SupportYourApp

Global leader in premium outsourced support for innovative tech companies.

Outsourcing/Offshoring
2010

Actively Hiring

AI Summary

SupportYourApp is hiring a Customer Support Consultant for the hospitality industry. This remote role involves providing exceptional customer service via phone, chat, and email, managing guest communications, and coordinating with teams to ensure smooth operations. Fluency in English and French (C1) and at least 6 months of customer support experience are required. Experience in hospitality or property management is a plus. The company offers a flexible schedule, inclusive international environment, and no time-tracking requirements.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires bilingual skills, specific tool knowledge, and experience in hospitality, but is well-defined with clear responsibilities, making it moderately challenging.

Salary Analysis

AI Insight The salary is not specified in the listing, but based on US market rates for bilingual customer support roles in hospitality, the median is around $45,000. This is competitive for a fully remote position with flexible scheduling.

Core Skills Required

Customer Support Bilingual (English/French) Hospitality Property Management Remote Work Communication Skills Problem-Solving Hostaway Duve Conflict Resolution

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Customer Support Consultant position at SupportYourApp. With fluency in both English and French and over a year of experience in customer support within the hospitality industry, I am confident in my ability to deliver exceptional service to your clients.

In my previous role, I managed guest communications across multiple platforms, coordinated with maintenance teams, and resolved issues efficiently, ensuring high satisfaction rates. I am proficient in tools like Hostaway and Duve, and I thrive in fast-paced, remote environments.

I am excited about the opportunity to contribute to your global team and uphold your People First approach. Thank you for considering my application.

Sincerely,
[Your Name]

Sample Interview Questions

Can you describe a time when you handled a difficult guest complaint and turned it into a positive experience?

I once had a guest whose booking was delayed due to a cleaning issue. I apologized sincerely, offered a complimentary upgrade, and coordinated with the housekeeping team to prioritize the room. The guest appreciated the quick resolution and left a positive review.

How do you prioritize tasks when handling multiple guest inquiries simultaneously?

I categorize requests by urgency—arrivals and departures are top priority. I use internal tools to track tasks and set reminders. I also communicate with team members to ensure nothing falls through the cracks.

What experience do you have with reservation systems like Hostaway or Duve?

I have used Hostaway for managing bookings and communicating with guests. I am comfortable updating reservations, processing modifications, and generating reports. I am eager to learn Duve and other tools quickly.

How do you maintain clear communication with housekeeping and maintenance teams?

I use shared logs and instant messaging platforms to update teams in real time. I ensure all requests are documented and follow up to confirm completion. I believe proactive communication prevents delays.

Why do you want to work for SupportYourApp specifically?

I admire SupportYourApp's commitment to People First and remote work culture. The opportunity to work with global clients and improve my skills in a supportive environment aligns with my career goals.

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

Deliver outstanding customer support via phone calls, chats, and emails;
Manage day-to-day guest communication and ensure a smooth guest experience;
Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
Process booking modifications, including extensions, date changes, and special requests promptly;
Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

What you need to succeed in this role:

Excellent English and French skills (C1 for both spoken and written);
At least 6 months of experience in a customer support role;
Strong analytical thinking and research skills;
Experience in travel industry/hospitality;
Positive, proactive and responsible attitude;
Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems;
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

Experience in hospitality or property management industry.

Benefits:

Flexible schedule;
Opportunity to cooperate fully remotely;
Inclusive international environment;
Compensation in USD;
Rewards for referring friends;
Balance between project workload and personal time, but also – internal health policy;
Responsive leadership interested in your development and long-lasting cooperation;
Greenhouse conditions for self-development;
A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you’re a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don’t miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

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