Premium Support Specialist - Remote / Telecommute

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry and in a role making calls and handling customer/client contacts.
• Hospitality experience is a plus, in particular working for technology platforms.
• Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner.
• Ability to work weekend days and public holidays, as well as early morning/evening shifts.

Responsibilities:

• Provide the highest level of service to our community in each and every case.
• Interact with customers and community members through all current and future channels, both inside and outside of tools, including but not limited to live chat, social platforms, messaging, and directly through the phone.
• Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows and management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate.
• Demonstrate ownership mentality and good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval.
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work.
• Understand multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem.
• Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances.
• Leverage your functional operational knowledge to proactively support the team success.
• Provide insights about community experience and continuous improvement opportunities to your Management.
• Help document ways of working, best practices, and the norms for your service(s) as requested by management.
• Displays flexibility, openness and approachability when resolving issues.

Skills:

• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts and engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask and prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.