Spécialiste principal(e), Soutien Premium
Core
Senior Premium Support Specialist handling high-value, complex guest and host issues, including luxury segment cases, requiring end-to-end resolution and mediation.
Role type
Senior IC customer support specialist (premium/luxury)
Builds
Resolution of high-stakes reservation disputes and complex community issues
Domain
Travel & Hospitality / Customer Support
Deliverable
client delivery
Required skills
complex case management, high-end client service, executive-level negotiation, mediation, policy expertise, cross-functional collaboration, proactive problem solving, autonomy, multilingual communication
Preferred skills
hotel industry experience, experience with phone/live chat support, experience interacting with executive stakeholders
Technologies
phone, live chat, messaging tools
Responsibilities
Manage complex and urgent support cases for key community members including luxury segment; Mediate between hosts and guests for high-value reservations; Provide end-to-end support ensuring complete resolution; Collaborate with Legal, Policy, and other services on sensitive cases; Lead team initiatives and mentor new hires; Adapt to changing team needs and responsibilities
Seniority
Senior, hands-on IC