Job Description:
• Conduct in-depth evaluations of Premium Support interactions in English and/or Portuguese (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies.
• Refine and enhance quality scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact resolution.
• Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts.
• Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis.
• Design, implement and report on deep dive projects that help drive enhancements to service delivery.
• Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement.
• Conduct one-on-one and group coaching sessions in English and/or Portuguese, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.
• Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience.
• Lead and participate in calibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment.
• Conduct spot checks of Quality Insights Analysts to maintain adherence to quality standards and service excellence.
Requirements:
• 5+ years of experience in hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.
• Bilingual proficiency in English and Portuguese is required.
• Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment.
• Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics.
• Ability to evaluate service interactions in both English and Portuguese, ensuring consistency in quality and adherence to premium service principles.
• Ability to develop business cases, action plans, and data-driven reports to present to stakeholders at all levels.
• Objectively analyze performance and provide confidential, constructive feedback, adjusting the approach to different audiences.
• Proficiency in quality monitoring tools (NICE/QC), project management tools (Asana), and advanced reporting dashboards (Tableau).
• Proficiency in Google Suite (Sheets, Slides, Docs) required.
• Strong attention to detail, with a focus on elevating service standards.
Benefits:
• Bonus
• Equity
• Employee Travel Credits