Customer Support Specialist

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars
• 194 destinations with a goal to reach 350 by 2024
• Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 1.5 Million happy travelers every year

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on  this link to check our TikTok account. ⭐️

The Team

We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

About the role

In your capacity as a Customer Support Specialist, you will help us offer the best possible experience to our customers, and help us create the most efficient processes so we can cater to thousands of travelers with a small and versatile team. Acting as the voice of Welcome, you need to be an exceptional and able communicator, passionate about impeccable customer service, and go the extra mile to achieve customer satisfaction.

Responsibilities:

• Providing friendly, knowledgeable, and timely support to our customers and drivers over the phone, email, and chat.
• Providing information about Welcome’s products and services and promoting tailored experiences based on the customers’ destination and needs.
• Communicating to the team feature requests or bugs reported by customers, new trends based on customer care feedback, as well as making recommendations for service improvements.
• Handling and real-time monitoring of new bookings and assignment of transfers.
• Working on monthly projects in tandem with daily duties to achieve large-scale goals.
• Tracking and responding to social media customer remarks and/or complaints following predefined responses and policies.

Requirements

• 2+ years’ experience in operations & customer service.
• Advanced problem-solving and negotiation skills.
• Experience with web-based customer support applications
• Experience in travel or transportation companies is desirable
• Dependable and punctual, with strong time management and prioritization skills.
• Strong writing skills and a keen eye for detail.
• Native or fluent English speaker. Additional languages spoken will be a plus.
• Friendly and upbeat personality.

Benefits

• Flexible work from home policy
• Private Health Insurance Plan
• Vibrant and fresh work environment at the center of Athens
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level.
• 5 work days a week/ 2 days off (rotating shifts)

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!