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Aquent, a global leader in talent solutions, is partnering with a pioneering digital platform that connects millions of people worldwide through unique and memorable experiences. This innovative company is at the forefront of the experience economy, fostering community and enabling economic opportunity for its users. Join a team where your expertise will directly contribute to enhancing user satisfaction and streamlining critical operations, making a tangible impact on the success of a globally recognized brand.

About the Opportunity:

Are you a master problem-solver with a passion for delivering exceptional support to high-value users? Do you thrive in a dynamic environment where your expertise directly impacts user satisfaction and business success? We are seeking a dedicated and proactive individual to join a pivotal team, acting as a critical liaison between high-value platform users and various internal teams. In this role, you will be instrumental in managing complex inquiries and escalations, ensuring timely resolution and delivering unparalleled service. Your insights and recommendations will directly support account management teams, enabling them to focus on strategic growth initiatives. This position offers a unique blend of independent problem-solving and collaborative teamwork, empowering you to shape an efficient, supportive, and proactive user environment.

What You’ll Do:

• Serve as a key point of contact for high-value platform users, providing specialized support.
• Become an expert in company policies, procedures, and brand risk topics to guide resolutions.
• Deliver comprehensive, end-to-end resolution and clear communication to platform users.
• Conduct thorough research to effectively address and resolve complex user issues.
• Triage and assign escalation tickets, offering strategic recommendations for efficient problem-solving.
• Respond promptly and accurately to user inquiries via email, maintaining a high standard of service.
• Proactively work to enhance the quality of user listings, contributing to improved user experience and satisfaction metrics.
• Support local engagement initiatives as required, fostering community connections.
• Manage stakeholder relationships through effective and clear communication.
• Consistently meet or exceed service level agreement (SLA) response times.

What You’ll Bring:

Must-Have Qualifications

• Experience in customer support or account management roles.
• Proven expertise in handling high-value and time-sensitive customer service inquiries, demonstrating 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.
• Demonstrated 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 fully meet user expectations.
• Strong analytical skills to support peers, team leads, and managers.
• Proficiency in tools such as Salesforce and G-Suite.

Nice-to-Have Qualifications:

• Preferred fluency in Spanish and French.
• Previous experience in hospitality, customer service, or a related field.
• Strong attention to detail and organizational skills.
• Familiarity with Jira.

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Our Client is an American company that operates a global community of Hosts and travellers. From inviting three guests to a San Fran home in 2007 to now welcoming more than 1 billion guests arriving in 100,000 cities around the world, this organisation is driven by the idea that anyone can belong anywhere.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.

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