Senior Support Specialist, Premium Support
Core
Provide end-to-end premium customer support for high-value reservations, mediating between hosts and guests to resolve complex, sensitive issues.
Role type
Senior Support Specialist (Premium Support)
Builds
Resolution of high-stakes reservation issues for Luxury segment users
Domain
Hospitality / Travel Technology
Deliverable
client delivery
Required skills
Complex case management, negotiation and mediation, policy expertise, stakeholder engagement, risk assessment, autonomous decision-making, cross-functional collaboration, process improvement, on-call emergency response
Preferred skills
Hospitality industry experience, executive-level stakeholder interaction, conflict resolution in high-pressure situations
Technologies
Apple/Mac OS, Google Suite, CRM systems
Responsibilities
Handle severe and urgent cases with end-to-end ownership, negotiate and mediate between hosts and guests on high-value reservations, manage highly sensitive cases involving legal or policy teams, drive cases to conclusion with urgency and judgment, lead team improvements and provide insights on community experience, support onboarding of new employees, handle emergency situations on evenings and weekends
Seniority
Senior, hands-on IC with leadership responsibilities