Senior Support Specialist, Premium

Overview

Premium customer support role handling complex, high-stakes cases for high-end guests and Hosts, delivering personalized service in a multicultural, hospitality-oriented team.

What you'll do

• Provide personalized and exceptional customer support through live chat, social platforms, messaging, and phone.
• Understand the specific needs of high-end customers and tailor communication and solutions accordingly.
• Adapt your approach to diverse cultural backgrounds and individual preferences.
• Own assigned cases end-to-end, following workflows and management guidelines to reach final resolution.
• Exercise sound judgment and an ownership mentality, escalating to other teams when necessary.
• Apply feedback from management and quality teams quickly to improve your work.
• Manage a high volume of cases while maintaining personalized, high-quality service.
• Resolve issues quickly and effectively to ensure mutual satisfaction and uphold hospitality standards.
• Use operational knowledge to support team success and performance.
• Provide feedback and insights on community experience and improvement opportunities.
• Help document ways of working, best practices, and norms as requested.
• Offer technical, functional, or subject-matter guidance to less experienced team members.
• Anticipate customer needs and proactively suggest solutions or options.
• Respond promptly and efficiently to inquiries and issues, ensuring timely resolution.
• Build trust with internal and external stakeholders through consistent delivery and open communication.
• Understand key functional drivers and their business impact.
• Be on-call for emergency situations in evenings and weekends, as required.

What you'll need

• 7+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support.
• Experience in roles involving calls and customer/client contacts, ideally with high-profile or influential clientele.
• Graduate degree or above.
• Prior experience using phone, messaging, or live chat to interact with users/customers.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner, with the ability to explain complex ideas simply.
• Ability and willingness to work weekends, public holidays, and evening shifts; schedule may change based on business needs.
• Excellent verbal and written communication skills for engaging guests, Hosts, and stakeholders.
• Strong ability to understand guest needs and provide personalized recommendations and assistance.
• Strong problem-solving abilities and emotional intelligence to identify root causes and fully resolve issues.
• Ability to manage high volumes of work, multitask, prioritize, and adhere to schedules (breaks, lunches, training).
• Strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively and decisively.
• Proficiency with Apple/Mac OS, Google Suite, CRM systems, and the ability to quickly learn new tools.
• Proficiency in English.
• High level of professionalism, confidentiality, adaptability, responsiveness, proactiveness, resourcefulness, and efficiency.

Nice to have

• Experience with Apple, Amex (David Jones), Amazon premium support, or Ritz Carlton premium support.
• Hospitality experience, particularly with technology platforms.
• Additional languages beyond English.

Details

• Location: Gurugram / Gurgaon, Delhi-NCR, India.
• Work from office, aligned with business needs.
• 24x7 rotational shifts; schedule may change based on business needs.
• On-call for emergencies in evenings and weekends, as required.
• Base pay range: ₹1,090,000 to ₹1,340,000 INR annually, inclusive of allowances; may be eligible for bonus or incentives, equity programs, benefits, and Employee Travel Credits.