This is a fully remote role, open to candidates based in Latin America. Over time, you'll become the go-to locker expert for the Spanish market and, depending on the need, for English-speaking markets. You'll work alongside a colleague covering the French and English markets.
Tasks
What You Will Do
* Diagnose and resolve locker hardware and software issues (faults, connectivity, access errors) escalated by our customer service team for clients across Spain.
* Coordinate with on-site technicians in each city - dispatching them when an issue needs a physical fix, and following through until it's resolved.
* Be the go-to technical support for our customer service team: help them qualify client-reported issues, give them clear answers they can pass on, and escalate to the tech team when needed.
* Act as the technical point of contact between customer service and the tech team: translating client-reported issues into clear technical detail, and relaying fixes and updates back.
* Maintain clear records of issues, technician visits and resolutions in our support/CRM tools.
* Spot recurring technical problems and feed them back to Product/Ops to improve locker reliability and reduce future support load.
* Build deep product and hardware knowledge to become the internal go-to locker expert for Spain.
* Occasionally support onboarding for new clients when needed - this can be part of the role, but it isn't the main focus.
Requirements
What We Are Looking For
* Fluent/native-level Spanish and excellent English
* Fully remote from Latin America, working CET business hours (11AM to 8PM CET) with good working conditions (wifi, electricity backup when needed). This means starting very early in the morning (around 5–7AM local time).
* Strong technical background - technical support, IT helpdesk, hardware troubleshooting or field service experience.
* Solid problem-solving instincts: able to diagnose hardware, connectivity and software issues methodically rather than guessing.
* Confident coordinating external technicians and vendors, and following an issue through to resolution without dropping it.
* Organised -able to juggle multiple open issues and technicians across different cities at once.
* Strong support mindset: patient, responsive, able to explain technical issues simply to non-technical colleagues, and comfortable working cross-functionally with customer service and the tech team.
* Self-starter, comfortable working remotely.
Nice to Have
* Experience with smart lockers, IoT, or access-control hardware.
* Experience coordinating or managing field technicians or installers.
* Previous experience in a client onboarding or customer success role.
Benefits
What We Offer
• A unique opportunity to play a key role in a rapidly growing, well-funded global
startup.
• Join a young, international, and ambitious team.
• Strong support from our global offices and internal teams.
Skills Required
- Fluent or native-level Spanish
- Excellent English
- Based in Latin America and available to work CET business hours
- Reliable Wi-Fi and electricity backup when needed
- Technical support, IT helpdesk, hardware troubleshooting, or field service experience
- Ability to diagnose hardware, connectivity, and software issues methodically
- Experience coordinating external technicians and vendors
- Ability to manage multiple open issues and technicians simultaneously
- Strong customer support and communication skills
- Ability to work independently in a remote environment
- Experience with smart lockers, IoT, or access-control hardware
- Experience coordinating field technicians or installers
- Client onboarding or customer success experience
What We Do
KeyNest offers an integrated solution for all your key management problems. KeyNest Office is a unique key management system that tracks keys in and out of business premises, so you’ll never lose keys again. We can help anyone with a large number of keys in their office, including Sales & Letting agents, Property or Facilities Management, Short-term Rentals, and Car Rentals. We also have an extensive network of local KeyNest Stores which are typically used by Airbnb hosts and property managers. Both products work seamlessly together so you’ll be able to manage all your keys in one dashboard. KeyNest is a proud HostAssist partner of Airbnb. Thanks to our direct API integration with Airbnb, you can use your Airbnb account to manage keys at secure.keynest.com. You can check out the KeyNest HostAssist partner profile on the Airbnb website. Our clients are also welcome to use other OTAs like Booking.com as well as any PMS they wish to in order to liaise with their guests. KeyNest is backed by LiFE Residential, one of London’s leading Estate Agents, and a member of the Galliard Homes group. If you've read this far, don't hesitate to get in touch to find out more. You can find us on 0203 633 4599 or at [email protected]
