Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- Senior Customer Experience managing escalated cases in a startup revolutionizing residential real estate. Collaborating with teams to resolve customer complaints and maintain brand reputation.
Responsibilities
- Lead escalated cases: Manage and resolve high-priority complaints, including compensation disputes, relocation requests, and cancellation cases.
- Collaborate cross-functionally: Work closely with Legal, Guest Experience, and other teams to resolve sensitive or high-risk situations quickly and effectively.
- Negotiate with impact: Use strong negotiation skills to find fair solutions and maintain positive, long-term relationships with guests and key stakeholders.
- Protect the brand: Oversee responses to low-score public reviews, ensuring transparent, fair resolutions and safeguarding our reputation.
- Own the guest journey: Communicate proactively with customers to ensure they feel valued, supported, and heard throughout the resolution process.
Requirements
- 2+ years in customer service or escalations, ideally in hospitality, travel, or fast-paced consumer-facing roles
- C1 Spanish & C1 English
- Strong problem-solving, communication & negotiation skills
- Experience with high-profile clients or sensitive cases
- CRM knowledge (HubSpot, Salesforce)
- Customer-focused, detail-oriented, organized, and adaptable
Benefits
- Private Health Insurance with ALAN
- Flexible retribution with Payflow
- UKIO Anniversary gift
- Team buildings and office events
- Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
- Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn whenever you need a boost
- An amazing internal culture and no dress code!
- International working environment with many different nationalities!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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