Customer Experience, Team Lead – English & French

Apply to 500+ LinkedIn Jobs Automatically

About Us

Jetstream Hospitality Solutions is a global partner to property managers, resorts, and short-term rental operators, optimizing their listings on Airbnb, VRBO, Booking.com, and more. Our tech-driven approach, including AI-powered tools, streamlines operations and delivers exceptional guest experiences. From booking to post-stay, we help guests feel at home anywhere in the world.

About the Role

We’re looking for a bilingual (English & French) Customer Experience Specialist, Team Lead, with a strong background in hospitality, hotels, resorts, or short-term rentals. This is a full-time, fully remote position aligned with Canadian Pacific Standard Time (PST). You’ll be part of our 24/7 Guest Services team, working rotating shifts that may include evenings, weekends, and holidays.

In this team lead role, you’ll oversee a team of Customer Experience Specialists working in a 24/7 environment. You’ll guide the team in delivering seamless guest experiences, resolve escalated issues, coach team members, and help improve workflows. You’ll also take direct ownership of guest interactions during your shifts, ensuring every booking is handled with care and professionalism and delivering the kind of service that turns a trip into an unforgettable experience.

What You’ll Do

Team Lead

• Lead, coach, and mentor a team of Customer Experience Specialists in a fully remote, shift-based environment
• Oversee daily team performance, ensuring service levels and KPIs are met or exceeded
• Provide feedback, training, and guidance to develop team skills and consistency
• Act as the escalation point for complex guest issues or urgent situations
• Collaborate with management to refine workflows, policies, and tools for optimal efficiency

Guest Experience

• Manage reservations, modifications, cancellations, and special requests
• Screen guests and verify booking eligibility using tools like Autohost
• Process and troubleshoot payments via Stripe and internal systems
• Communicate with guests via chat, email, and booking platform messaging (Airbnb, VRBO, Expedia, etc.)
• Coordinate arrival logistics, access details (Operto/RemoteLock), and issue resolution during stays
• Handle refunds, compliance requirements, and cancellation tracking
• Serve as the voice of the guest—sharing feedback to help improve processes and tools

What You Bring

• Fluent in English and French (written & spoken, must-have)
• 3+ year experience in hospitality, hotels, resorts, or short-term rentals
• 1+ year in a supervisory or team lead role, ideally in a customer service or 24/7 operations environment
• Proven ability to coach and inspire a remote team
• Strong written communication and multitasking skills
• Highly organized, detail-oriented, and reliable in a remote setting
• Tech-savvy with the ability to learn new platforms quickly (experience with Stripe, Power BI, Slack a plus)
• Calm under pressure, with excellent problem-solving skills and a guest-first mindset

Nice-to-Haves

• Knowledge of OTA platforms like Airbnb, VRBO, Expedia, etc.
• Familiarity with European tourist tax compliance
• Experience in a 24/7 customer service environment

Why You’ll Love Working Here

• 100% remote, work-from-anywhere within Canadian time zones (PST preferred)
• Supportive, collaborative culture where your ideas matter
• Ongoing training and career development opportunities
• Be part of a growing, tech-forward company in the global travel industry

How to Apply

Please send your resume and a cover letter to careers@jetstreamtech.io telling us:

• Why Jetstream is interesting to you
• How your experience makes you the right fit
• Please do not use AI tools to write your cover letter, we want to hear from the real you.

Applications without a cover letter or without confirmed English/French fluency will not be considered.

Job Type: Full-time

Pay: $50,000.00-$55,000.00 per year

Benefits:

• Company events
• Extended health care
• Paid time off
• Work from home

Language:

• English & French (required)

Work Location: Remote