Senior Support Specialist - Bilingual: English & Spanish

Job description

About the Role As a Senior Support Specialist, you will deliver a premium, white-glove support experience for high-value clients, service partners, and executive customers. This role extends beyond traditional customer support. You will act as a concierge and customer advocate, helping preserve customer confidence, recover service failures, and coordinate solutions across operational partners. You will handle customer queries, complaints, compensation requests, and complex escalations with composure, empathy, and precision.

Whether supporting active service requests, facilitating special needs, or conducting proactive outreach, you will take ownership from issue identification through resolution. You will also act as a trusted point of support for first-line colleagues and cross-functional stakeholders, helping the wider operation deliver a consistent, effortless, and genuinely cared-for experience. Success in this role requires strong judgment, clear communication, operational agility, and a hospitality-first mindset

What You’ll Do

Deliver polished, high-touch, and premium customer support to high-value clients and service partners across all relevant channels, using established service standards and a premium, hospitality-first tone. Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership. Manage complex service disruptions, including cancellations, delayed arrivals, special requests, and other operational exceptions.

Work to preserve or recover the customer's experience whenever possible while balancing customer needs with operational realities and policies. Take responsibility for major complaints and escalations from initial assessment through to resolution, establishing the facts and restoring customer confidence. Review and process compensation requests accurately and promptly, ensuring fair and well-documented outcomes. Conduct proactive outreach when early intervention could prevent a service failure or improve the customer outcome.

Support live service triage in partnership with relevant cross-functional teams. Act as a first triage point and trusted contact for stakeholders across Care, Operations, Supply, and Tech, creating clarity and driving aligned action without unnecessary handoffs. Lead communication and coordinate practical alternative solutions during technical issues or system unavailability. Communicate recurring customer pain points, operational insights, and process gaps to relevant stakeholders to contribute to continuous improvement.

Support the testing and adoption of new processes, operational initiatives, and partnership launches. Maintain strong knowledge of evolving procedures, service offerings, and support expectations, while handling sensitive information with appropriate discretion and care.

Basic Qualifications

At least 1 year of experience in a customer care specialist, senior customer support, escalations, or service operations role. Professional proficiency (B2–C1) in written and spoken English and Spanish for high-touch customer interactions. Proven track record of handling complex customer queries, complaints, and escalations with ownership, empathy, and professionalism.

Preferred Qualifications

Experience supporting executive, VIP, premium, or luxury customer segments. Experience in hospitality, concierge services, or premium customer operations. Ability to communicate with discretion and confidence, including in emotionally charged or time-sensitive situations. Highly organized and attentive to detail, with the ability to manage competing priorities and follow through on commitments. Ability to collaborate effectively with stakeholders across different departments and create alignment in fast-moving situations.

Experience supporting colleagues through coaching, knowledge sharing, and calm, practical guidance. A continuous-improvement mindset, constantly looking for ways to make the experience better for customers, partners, and colleagues.