Customer Care Specialist - (M/W)

Dayuse; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare plan

Competitive compensation package

WeWork offices on Avenue des Canadiens

Multicultural team

Job summary

Dayuse is seeking a Customer Care Specialist in Montreal. You will be the voice of our brand, handling guest inquiries in English and French across phone and email. The role requires comfort with evening shifts and weekends, and collaboration with international teams to deliver best-in-class service.

Ideal candidates have hospitality or front desk experience, strong communication skills, and the ability to thrive under pressure while upholding Dayuse standards.

Qualifications

• Bilingual in English and French (written and spoken).
• Experience in hospitality/front desk or customer-care roles is a strong asset.
• Excellent communication with diplomacy and empathy.
• Familiarity with North American service culture and expectations.
• Able to prioritize tasks in a fast-paced environment.
• Proficient with digital tools and CRM systems.

Responsibilities

• Act as the main point of contact for guests via phone and email, handling reservations, modifications and inquiries.
• Resolve issues and manage customer feedback, complaints, and complex situations with diplomacy.
• Maintain a 100% response rate and uphold high service standards.
• Collaborate with Account Managers and other teams to drive improvements.

Skills

Bilingual English & French

Guest relations

Excellent communication

Diplomacy & empathy

Problem solving

Adaptability in fast-paced

Tools

CRM tools

Digital tools

Job description

ABOUT DAYUSE

Dayuse is the global leader in daytime hotel bookings. We open up a new world of possibilities for our customers, allowing them to enjoy luxury hotel amenities for a few hours, whether for a quiet workspace, a relaxing break, or a unique experience. By transforming hotels into daytime living spaces, we've generated nearly one billion euros in business volume for our 9,000 partners across 29 countries.

IMPORTANT INFORMATION

This is not a standard customer support role.

As a Customer Care Specialist at Dayuse, you will be the direct voice of a global brand operating in 29 countries — handling real-time inquiries from guests with high expectations, across phone and email, in a shift-based environment that includes evenings (until 9 PM) and rotating weekends.

We are looking for someone who has already navigated demanding customer-facing situations — whether in hospitality, travel, luxury retail, or a similar high-standards environment — and who genuinely thrives under pressure with a calm, solution-oriented mindset.

This role is a strong fit if you:

• Have prior experience in guest relations, front desk, or customer care (1+ year preferred)
• Are fully bilingual in English and French, with strong written and verbal communication
• Are comfortable with shift schedules, including evenings and weekends
• Are based in or willing to relocate to Montréal
• Are familiar with North American service culture and its expectations

YOUR FUTURE TEAM

You will join our international Customer Care team based in Montreal. We are the central point of contact between Dayuse and its American-based users. Our core mission is to ensure every interaction is seamless, efficient, and positive, upholding the high standard of service our brand is known for.

YOUR IMPACT

As a Customer Care Specialist, you are the voice of Dayuse. Your primary responsibility is to deliver an exceptional and reliable support experience for our customers (B2C). In a fast-growing global market, your role is critical to maintaining customer loyalty, directly contributing to our continued success.

YOUR DAY-TO-DAY MISSIONS

• Act as the main point of contact for guests, efficiently managing reservation modifications, special requests, and inquiries by phone and email.
• Resolve issues effectively, handling customer feedback, complaints, and complex situations with diplomacy and precision using our CRM tools.
• Uphold our service standards by ensuring a 100% response rate, guaranteeing a best-in-class customer experience with every interaction.
• Collaborate with Account Managers and other departments to drive continuous improvement initiatives.

WHAT SUCCESS LOOKS LIKE

• In your 1st month: You will master our internal tools and processes, confidently handling your first customer inquiries independently.
• Within 3 months: You will be fully autonomous in managing all types of requests, consistently meeting our customer satisfaction targets and proactively suggesting process improvements.

YOUR PROFILE

We are looking for a service-oriented individual with a passion for problem-solving.

• You are perfectly bilingual in English and French (written and spoken).
• Previous experience in hospitality (front desk, guest relations) or a similar customer-care role is a strong asset.
• You are an excellent communicator with a natural sense of diplomacy and empathy.
• You are familiar with the North American business culture and its service expectations.
• You are dynamic, responsive, and can effectively prioritize tasks in a fast-paced environment.
• You are proficient with digital tools
• You align with our core values: Plurality, Ambition, Merit, Humility, and Service Excellence.

WHAT WE OFFER

• Contract: Full-time, permanent position.
• Flexibility: Hybrid work model (up to 2 days/week remote).
• Compensation: A competitive package including a base salary and a variable component.
• Benefits: A comprehensive healthcare plan.
• Schedule: Shift-based work to cover our international markets (includes evenings until 9 pm and rotating weekends)
• Work Environment: Modern and collaborative offices at WeWork on Avenue des Canadiens-de-Montréal.
• Culture & Team: A multicultural, dedicated, and supportive team that is passionate about our product and celebrates success together.

RECRUITMENT PROCESS

1. A first call with Thomas, Talent Acquisition Specialist.
2. A video questionnaire
3. A final interview with Delphine,Head of Customer Care.

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 our internal recruiters to ensure equal opportunity and prevent discrimination.