About this role
Location: Berlin
Working model: hybrid (2 days/week onsite)
Contract type: CoE
Project duration: 12 months
About the Client
Our client is a global technology-driven travel platform reshaping how people discover and book places to stay. Known for its design-led products and guest-first mindset, the company partners with millions of hosts and hospitality providers worldwide. With a strong culture of innovation and entrepreneurship, it continues to expand into new travel categories while empowering partners to grow their businesses.
Key Responsibilities
· Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.
· Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
· Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity.
· Conduct in-depth research to address and resolve Host issues.
· Triage and assign escalations tickets and provide recommendations for efficient resolution.
· Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment.
· Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets.
· Support In-Market events for your territory, when required.
· Effective communication in the context of stakeholders management.
· Proven track record of meeting or exceeding SLA response times.
Skills
· 4+ years as a Customer Support Representative or Account Management.
· German native language, fluent English.
· Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
· Exceptional written and verbal communication abilities.
· Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
· Proven ability to analyze and assess challenges with a track record of solving complex issues.
· Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
· Strong analytical skills that will enable you to support your peers, Lead and Market Managers.
· Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred).