Senior Premium Support Specialist
Job Summary
As a Senior Specialist in Premium Support, you will own high-stakes resolutions for the community's most vital members, including the luxury segment. You will exercise high autonomy to mediate complex disputes while driving quality and process improvements. This role requires a blend of expert negotiation, cross-functional collaboration, and a commitment to providing bespoke, high-touch service.
Responsibilities
- Manage high-stakes, end-to-end complex case resolution.
- Perform advanced negotiation for high-value disputes.
- Provide bespoke, high-touch support for premium members.
- Act as a Subject Matter Expert and mentor teammates.
- Handle high-priority on-call situations to ensure safety.
Required Skills
- 5+ years in customer service (multicultural environment).
- Business-level English and Native-level Japanese.
- Strong conflict resolution and negotiation skills.
- High adaptability in fast-paced environments.
- Proficiency in Mac OS, Google Workspace, and CRM tools.
Job Details
### Job Description
As a Senior Specialist, Premium Support, you are a front-line expert for our community’s most vital members, including the Luxury segment. You don't just manage cases—you own them. You will lead high-stakes resolutions from start to finish, exercising high autonomy to find the best outcomes for Hosts, Guests, and the business.
### A Typical Day
1. Complex Case Leadership - End-to-End Ownership: Solve the most severe and urgent cases. You’ll assess situations independently and drive them to final resolution using expert judgment.
2. Advanced Negotiation: Mediate high-value disputes between Hosts and Guests, thinking outside the box to find creative compromises.
3. Strategic Autonomy: Work cross-functionally with Legal and Policy teams, knowing when to follow workflows and when to deviate to achieve the best result.
### Gold Standard Quality
- Bespoke Service: Set the performance benchmark by delivering impeccably personalized support that anticipates unique user needs.
- Urgency & Precision: Drive complex cases to conclusion quickly and without error, even in highly ambiguous situations.
### Team & Process Evolution
- Mentorship & SME: Act as a Subject Matter Expert (SME), supporting new hire onboarding and simplifying complex team processes.
- Positive Influence: Proactively lead the team through change and remain flexible to take on new responsibilities as business needs evolve.
### Stakeholder Engagement
- Strategic Partnerships: Build trust with internal and external stakeholders through clear, concise communication and professional integrity.
- Emergency Accountability: Handle high-priority on-call situations during evenings and weekends to ensure 24/7 community safety and satisfaction.
### Working Hours
- 9-hour shifts (with 1-hour break) between 8:00 AM and 8:00 PM JST.
- 5 days per week (40 hours total).
- Schedule: 5 consecutive days (Tue–Sat OR Sun–Thu).
- Holiday work and overtime are sometimes required.