Customer Experience Specialist

Vancouver, British Columbia, Canada


Founded in 2012 and based in Vancouver, British Columbia, Canada, Keycafe is a proptech startup that has developed a trusted key exchange service for people to share their keys with guests for their home, car, bike, or anything else they need to provide access for. Homeowners need to use services such as Airbnb or Booking to rent out their home, Truro to share their car, or simply need to have a cleaner or dog walker access they home to provide service.

We are looking for a brilliant, full time customer service professional to join our team working from our Vancouver office. If you are a fast thinker, like problem solving, and have exceptional people skills, then we want you on our team. You will be working on the front lines with our customers every day and you will be integral to our success.


Provide friendly and efficient service to the worldwide Keycafe community

Main focus is online chat both reactive and proactive to help our customers

Be a first point of contact to handle and resolve customer complaints

Respond professionally to inbound phone calls, including urgent situations

Identify and escalate issues appropriately

Compose thoughtful and accurate messages or customize prepared responses to customer emails

Research information and troubleshoot problems using available resources

Monitor and control numerous tasks in tandem

Proactively and independently work to meet targets and goals


Fluent in English (Written and Spoken)

Skilled and eloquent in writing

2 to 5 years of customer service in hospitality

Investigative skills

Patience, empathy and unique ability to manage stress

Strong communication and interpersonal skills

Ability to work under pressure and adapt quickly to adverse situations

Bonus Skills

Familiarity with ticketing systems, Zendesk in particular

Previous, demonstrable experience with the creation of online help resources

Early adopter of technology

Other languages an asset


Work in a fun, fast paced environment from our Vancouver office. Be part of a growing tech company. You are the front lines and will really help drive the company forward. Competitive salary commensurate with experience.

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