Premium Support Specialist

Job Description:

• We are seeking an Operations professional to deliver exceptional customer service, manage complex cases, and ensure a high-quality experience for all stakeholders.
• The ideal candidate will demonstrate ownership mentality, adaptability, and strong communication skills in a fast-paced environment.

• Provide the highest level of service to the community in each case.
• Interact with customers and community members through live chat, social platforms, messaging, phone, and other channels.
• Take end-to-end ownership of assigned cases, ensuring complete resolution in accordance with workflows and guidelines.
• Escalate cases accurately when appropriate.
• Demonstrate good judgment, adapting workflows with management approval when needed.
• Respond constructively to feedback and implement improvements quickly.
• Evaluate situations from multiple perspectives and present options for resolution.
• Collaborate cross-functionally with senior stakeholders when required.
• Provide personalized customer support tailored to guests and hosts needs.
• Handle a high volume of cases without compromising quality.
• Anticipate and identify opportunities to improve user experience and propose tailored solutions.
• Resolve issues promptly and to mutual satisfaction, considering context and circumstances.
• Personalize communication to meet high hospitality standards.

• Excellent verbal and written communication skills.
• Active listening to understand and address customer needs.
• Empathy and patience in high-pressure situations.
• Strong organizational skills with the ability to multitask and prioritize.
• Passion for delivering exceptional customer service.
• Ability to work effectively in a fast-paced, complex environment.
• Adaptability to new tasks and responsibilities.
• Proficiency with Apple/Mac OS, Google Suite, CRM systems, and ability to learn new tools quickly.

• Minimum of 3 years experience in multicultural customer service teams, preferably in hospitality.
• Experience engaging with executive-level stakeholders to resolve conflicts.
• Prior experience using phone, messaging, or live chat to interact with customers.
• Ability to work weekends, public holidays, and flexible shifts.