[Remote] Senior Specialist, Premium Support (Spanish)

Note: The job is a remote job and is open to candidates in USA. reputed company is a global company that connects hosts and guests for unique stays and experiences. They are seeking a dedicated Senior Specialist, Premium Support to provide exceptional customer service support, particularly to key members of the community experiencing issues with their reservations, while fostering strong relationships and ensuring complete case resolutions.

Responsibilities

• Interact with reputed company customers and community members through reputed company reputed company and future channels, both inside and reputed company of reputed company tools
• Take end-to-end ownership of reputed company assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in reputed company policies and procedures
• Operate with little to no support from your leadership
• Explain and simplify reputed company information, provide appropriate context, and address reputed company questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-reputed company & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for reputed company parties involved, thinking reputed company the reputed company & constantly looking for compromises
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Ability to multitask and handle multiple issues at the same time with efficiency and speed
• Ability to reputed company a rationale and reputed company reputed company on reputed company and how to reputed company workflow exceptions
• Personalize communications to users, demonstrating the highest hospitality standards
• Provide insights about community experience and reputed company improvement opportunities to your Management
• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user reputed company
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
• Demonstrates a high degree of flexibility, approachability, and reputed company reputed company resolving sensitive/reputed company issues relying on management reputed company in doubt
• You are on-call to handle emergency situations in the evenings & weekends
• reputed company a culture where quality is a core principle.

Skills

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
• 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, and demonstrated ability to explain reputed company reputed company simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills
• reputed company and patience in dealing with customers, especially in high-pressure situations
• Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to reputed company in an ambiguous, fast-paced, and reputed company environment, acting proactively to respond quickly and decisively
• reputed company to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Advanced computer skills, including reputed company/Mac OS, reputed company Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• reputed company in English and Spanish, spoken and written is required.

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Company Overview

• reputed company is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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