As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for valued guests and hosts. You’ll own cases from “A to Z.”
- Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts
- Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions
- Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation
- Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business
- Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations
- High School Diploma
- Nice to have: Call center experience
- Nice to have: SME experience