Oversee and resolve high-level escalated cases from internal teams and external partners.
Handle exceptional complaints with a professional and solution-focused approach.
Negotiate directly with clients to find fair resolutions while maintaining Stayforlong’s values.
Manage legal claims in coordination with our legal team, aiming for minimal financial impact without compromising transparency.
Build and nurture strong working relationships with our external vendors and hotel partners.
Collaborate closely with partners to resolve issues efficiently and proactively minimize potential losses.
Act as a key point of contact for complex operational queries involving third parties.
Manage GDPR-related requests from clients, ensuring full compliance with current data protection regulations.
Focus on long-term client retention by providing reassuring and helpful service.
Monitor and work towards specific KPIs to ensure the team’s success and high service standards.

Previous experience in customer-facing roles, specifically dealing with complex queries or escalations.
Familiarity with the travel industry (it’s our world, after all!).
Advanced proficiency in Microsoft Office (Excel, PowerPoint, and Word).
Exceptional writing and communication skills (English/Spanish).
Ability to make prompt, informed decisions and work independently with minimal supervision.
Good business acumen and a results-driven mindset.
A "team player" attitude with great interpersonal skills and a helpful, reassuring vibe.
Patience, initiative, and excellent time management skills.
Openness to giving and receiving feedback to grow together.

Hybrid model based in Barcelona (with the possibility of working remotely up to 30 days per year).
Permanent, full-time contract.
Rotational shifts between 9:00 am and 6:30 pm (Monday to Friday, with rotating bank holidays).
Work-life balance: Enjoy a 4-day workweek for 2 months every year!
Tailored perks via Cobee (health insurance, restaurant and transport cards, kindergarten checks, training).
Professional Growth: 2 weeks of initial comprehensive training + dedicated external training days for your development.
A purpose-driven project with room to grow as yourself.
Stayforlong Wallet to experience hotels on our platform and travel like our customers do.

Senior Customer Experience Escalation Specialist

Key skills