Customer Experience Associate
Job Summary
Empathetic and detail-oriented, the full-time Customer Experience Associate will manage guest and host interactions across various communication channels, resolving booking issues and ensuring customer satisfaction in a remote environment.
Key responsibilities
- Handle a queue of guest and host conversations via chat, email, phone, and SMS, focusing on complex cases requiring personal attention
- Resolve booking issues, mediate misunderstandings, and process cancellations and adjustments accurately
- Utilize AI assist tools to draft and check responses, ensuring accuracy and appropriate tone before sending
Required qualifications
- 1-2 years of experience in customer service, hospitality, support, or a related field
- Strong writing skills with a focus on attention to detail
- A sense of humor and genuine enthusiasm for helping people
- Bonus points for experience in third-party marketplaces
- Additional bonus points for familiarity with Intercom
Complete Job Description
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