Senior Customer Support Specialist (Morning, Evening Shifts)

About us:

Entravel is a member’s club for discounted luxury travel and white-label hotel platform provider focusing on the crypto industry, backed by VCs and prominent European founders. Our hotel product is incredibly strong; we offer more than one million properties, and our rates are amongst the lowest in the world. In fact, on most 5* hotels you won’t find a platform with lower rates than Entravel.

We’re looking for Senior Customer Support Specialists to join the Entravel team and deliver exceptional service. You can choose between two available shifts:

• Morning shift: 8 AM — 5 PM (EEST)
• Evening shift: 4 PM — 1 AM (EEST)

If you’re passionate about helping others and thrive in a dynamic, fast-paced environment, we’d love to hear from you!

Responsibilities:

• Negotiate with hotels and suppliers via phone and email to resolve booking disputes, waive cancellation fees, and secure refunds for customers.
• Provide excellent service for VIP clients, ensuring rapid response times, swift resolutions, and personalized communication based on previous interaction history.
• Act as the final point of escalation for the most challenging customer cases, using advanced empathy and persuasion skills to restore loyalty.
• Assist customers via chats and emails, delivering empathetic and tailored solutions that address their unique needs.
• Mentor junior staff on how to handle high-pressure negotiation calls.
• Identify and report edge cases to the tech team to ensure systemic issues are resolved and prevented.
• Own customer issues: identify their needs and deliver effective solutions promptly from start to finish.
• Act as a customer advocate, retaining loyalty through proactive problem-solving and suggesting product improvements.
• Collaborate on team goals by supporting, educating, and resolving issues through peer learning and constructive feedback.
• Identify root causes of customer issues and resolve them in line with company policies while ensuring a consistently high level of service.

Requirements:

• C1/Advanced English is a must. You should be comfortable negotiating over the phone and via email with international partners and hotels.
• 3+ years in Customer Support, with a strong preference for the travel, hospitality, or OTA sectors, involving both B2B and B2C interactions.
• Strong understanding of customer communication workflows, with expertise in managing ticket lifecycles, prioritization, and escalation processes.
• Ability to quickly master Entravel’s internal CRM and booking engines, along with the nuances of global travel regulations.
• Proven ability to multitask and switch seamlessly between phone, live chat, and email channels during busy shifts.
• Proven ability to work effectively within a team, engage in group discussions to resolve difficult issues, and provide constructive support to peers.
• Research-oriented problem-solver with the ability to take ownership and resolve issues independently.
• Outstanding verbal and written communication with the ability to explain complex concepts clearly.
• Organization: Exceptional organizational and time-management skills to handle high-volume periods effectively.

What We Offer:

• Competitive Salary: High standards of remuneration reflecting your contribution and skills.
• Vacation: Enjoy 22 days of vacation for full rejuvenation and life enjoyment.
• Sick Leave: Ensure your health with 15 days of sick leave per year.
• Special Leave Cases: Support for significant life events such as weddings, childbirth, or the loss of a close family member.
• Private Entrepreneur Support: Comprehensive support for individual entrepreneurs, ready to assist you with any issues related to individual entrepreneurship. Consultations and support for registration and tax accounting matters.