Premium Support Senior Specialist

US Tech Solutions; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a global staffing firm as a Senior Specialist in Premium Support, providing exceptional service to customers in the luxury segment. You'll manage complex cases, foster relationships, and leverage your problem-solving skills to ensure client satisfaction. This full-time role is pivotal in enhancing the overall customer experience, requiring adaptability and strong communication skills.

Qualifications

• Experience in multicultural customer service, preferably in hospitality or tech.
• Proficiency in conflict resolution and communication with stakeholders.
• Ability to thrive in fast-paced, evolving environments.

Responsibilities

• Manage complex cases from start to finish, providing personalized support.
• Engage with stakeholders, lead team improvement efforts, and communicate with diverse audiences.
• Be available for emergency situations during off-hours.

Skills

Communication

Problem-solving

Customer service

Flexibility

Empathy

Organizational skills

Tools

CRM systems

Mac OS

Google Suite

Job description

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the client community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full-time position based in Montréal, Canada / Dublin, Ireland.

The Senior Specialist, Premium Support interacts directly with both customers & internal stakeholders. You will be responsible for providing end-to-end support to key community members experiencing reservation issues, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with users.

A successful candidate will have strong communication, problem-solving, and customer service skills. You will work autonomously, assessing cases and seeking solutions that benefit both hosts and users. Flexibility to move between teams and responsibilities as business needs evolve is essential.

Responsibilities

• Complex case management: Handle severe and urgent cases, interact across channels, own cases from start to finish, and become a subject matter expert in policies and procedures. Negotiate and mediate in high-stakes situations, working cross-functionally as needed. Operate independently to resolve issues effectively.
• Deliver personalized, high-quality service: Set performance standards, personalize communications, and handle cases with urgency and accuracy. Make exceptions judiciously in ambiguous situations.
• Team improvement and support: Use your operational knowledge to lead team success, contribute insights for community experience improvements, support onboarding, and embrace new challenges proactively.
• Stakeholder engagement: Build strategic partnerships, communicate clearly with diverse audiences, and manage relationships outside your team. Be available for emergency situations during evenings and weekends. Foster a culture of quality.

Qualifications

• Experience in multicultural customer service teams, preferably in hospitality or technology platforms, with high-profile clients.
• Experience in phone, messaging, or live chat support.
• Ability to resolve conflicts with executive stakeholders, explain complex ideas simply, and work flexible hours including weekends and holidays.
• Excellent communication, empathy, patience, and organizational skills.
• Thrives in fast-paced, ambiguous environments; proactive and adaptable.
• Experience with CRM systems, Mac OS, Google Suite, and quick learner of new tools.
• Proficiency in English; additional languages are a plus.

About US Tech Solutions: US Tech Solutions is a global staffing firm offering on-demand talent and workforce solutions. We are an Equal Opportunity Employer.