Also a fit if you've worked as: Customer Service Representative, Reservations Agent, Guest Services / Front Desk Agent, Travel Consultant, Call Center Representative, Client Support Specialist.
Position based at WeWork – Avenue des Canadiens-de-Montréal, Montréal, QC.
ABOUT DAYUSE
Dayuse is the global leader in daytime hotel bookings — a fast-growing travel-tech / online travel platform (OTA-adjacent) operating in 29 countries with 9,000+ hotel partners and nearly €1B in business volume. We turn luxury hotels into daytime living spaces: workspaces, wellness breaks, and unique experiences booked by the hour.
IMPORTANT — PLEASE READ BEFORE APPLYING
This is not a back-office or scripted call center role. You will be the live, real-time voice of an international consumer brand, supporting B2C guests by phone and email in a shift-based schedule that includes evenings (until 9 PM) and rotating weekends.
We're open to a wide range of backgrounds. You'll thrive here if you've spent time in any demanding customer-facing environment : hotel front desk, airline / travel reservations, luxury retail, premium e-commerce, high-touch SaaS support, fintech / banking support (...) or a similar role where service quality is non-negotiable.
You're likely a strong fit if you:
- Have 3+ year of experience in customer service, customer care, customer support, customer success, guest relations, reservations, or a contact center.
- Are fully bilingual French / English (written and spoken) — this is essential.
- Are comfortable with shift schedules including evenings and rotating weekends.
- Live in (or are willing to relocate to) the Greater Montréal area.
- Understand North American service culture and tone.
YOUR FUTURE TEAM
You'll join our international Customer Experience / Customer Care team based in Montréal, the front line between Dayuse and our North American guests. We work cross-functionally with Account Management, Operations, Product to keep every interaction smooth, fast, and on-brand.
YOUR IMPACT
As a Bilingual Customer Experience Representative, you own the guest relationship from first contact to resolution. Your work directly drives customer satisfaction (CSAT), Net Promoter Score (NPS), retention, and repeat-booking rates in a rapidly scaling global marketplace.
YOUR DAY-TO-DAY MISSIONS
- Handle inbound and outbound contacts (phone, email, ticketing) in French and English : reservation modifications, special requests, pre- and post-stay inquiries, troubleshooting.
- Resolve escalations, complaints, refund requests, and complex cases with diplomacy, ownership, and precision using our CRM and ticketing tools.
- Hit and beat SLAs and quality KPIs: first response time, resolution time, CSAT, QA score, 100% response rate.
- Coordinate with hotel partners, Account Managers, Operations, and Product to unblock guests and feed continuous-improvement loops.
- Spot recurring issues, document them, and propose process or product improvements.
WHAT SUCCESS LOOKS LIKE
- Month 1: You've mastered our internal tools, scripts, and processes and are handling your first tickets and calls independently.
- Month 3: You're fully autonomous across all request types, consistently hitting CSAT and QA targets, and proposing improvements to playbooks.
YOUR PROFILE
We're looking for a service-driven, solutions-oriented communicator.
Languages: Perfectly bilingual French and English (C1/C2 both ways), written and spoken. Portuguese is a plus.
Experience: 3+ year in any of the following is a strong asset:
- Hospitality: front desk, guest relations, reception, concierge, reservations, F&B management.
- Travel: OTA, airline, GDS (Amadeus, Sabre, Galileo), tour operator, travel agency.
- Customer support / customer success in SaaS, fintech, e-commerce, marketplace, telco, insurance, or subscription services.
- Contact center / call center / BPO (inbound, outbound, omnichannel).
- Premium or luxury retail, member services, or VIP client services.
Communication: Strong written and verbal skills, natural empathy, and the ability to de-escalate calmly.
Tools: Comfortable with CRM and helpdesk platforms — e.g., Zendesk, Salesforce, HubSpot, Aircall, ... Familiarity with PMS / hotel systems (Opera, Mews, Cloudbeds) or booking engines is a plus.
Mindset: Dynamic, accountable, calm under pressure, comfortable prioritizing in a fast-paced environment.
Culture: You align with our values — Plurality, Ambition, Merit, Humility, and Service Excellence.
WHAT WE OFFER
- Contract: Full-time, permanent
- Schedule: Shift-based to cover international markets — includes evenings until 9 PM and rotating weekends.
- Flexibility: Hybrid model (up to 2 days/week remote).
- Compensation: Competitive package — base salary plus performance-based variable.
- Benefits: Comprehensive group healthcare plan.
- Workplace: Modern collaborative offices at WeWork, Avenue des Canadiens-de-Montréal.
- Culture: Multicultural, supportive, product-passionate team that celebrates wins together.
RECRUITMENT PROCESS
- Intro call with Milo, Talent Acquisition Specialist.
- Video questionnaire
- Interview with Delphine, Head of Customer Care.
- Interview with Yves, North American Director.
A NOTE ON OUR APPLICATION PROCESS
At Dayuse, we believe in diversity and human potential. We do NOT use AI to screen resumes — every application is reviewed by a human recruiter to ensure equal opportunity and prevent discrimination.
Rémunération : 22,00$ à 25,00$ par heure
Avantages :
- Congés payés
- Tenue Décontractée
Lieu du poste : Télétravail hybride à Montréal, QC
