Senior Guest Experience Agent (m/f/d)

ABOUT THE ROLE

We're looking for a Guest Experience Agent - Tier 3 to help our Guests all over Europe. In this remote role, you'll be the expert who tackles our most challenging guest issues, turning potentially negative experiences into positive ones. Your goal is to make every guest's stay at a Numa property unforgettable by providing compassionate, efficient, and creative solutions.

You'll need a knack for defusing tense situations and a genuine passion for problem-solving. This isn't just about closing tickets, it's about digging deep into issues, working with other teams and stakeholders, and helping us continuously improve our processes. We're looking for someone who takes ownership, stays calm under pressure, and is committed to delivering outstanding service.

Key Responsibilities:

• Resolve complex issues: De-escalate and resolve high-pressure situations, including guest complaints, emergency situations, booking modifications, and misconduct cases.
• Be a detective and a diplomat: Analyze problems to offer tailored solutions. You'll also follow up with unhappy guests after they check out to understand their experience and provide support.
• Work cross-functionally: Collaborate with other departments to solve complex issues that require input from different teams.
• Help us get better: Provide feedback on recurring issues to our training, product, and process teams. You'll also proactively identify opportunities to innovate and improve our operations.
• Manage our reputation: Handle guest reviews from both internal and external channels.
• Be a team player: Work with agents from other tiers to handle cases that need extra attention.
• Champion our values: Embody our company values of empathy and excellence, and participate in team evaluations to help everyone grow.

ABOUT YOU

• An experienced professional with a strong background in customer support, preferably in both B2C and B2B environments.
• An expert problem-solver who can think on your feet and come up with creative solutions to complex issues.
• Highly empathetic with a deep understanding of customer needs.
• Someone who takes full ownership of their work and is accountable for the results.
• Able to stay calm and focused in high-pressure situations, even when procedures are constantly changing.
• A great collaborator who enjoys working across departments to achieve shared goals.
• Flexible and able to adapt on the fly to new workflows and priorities
• Mandatory: You are fluent in both German and English (C1 or higher). We'll be assessing your language skills internally.
• A bonus if you also know: Spanish, Italian, or French.