Senior Customer Service, Ukio
Premium apartment network for remote workers
Be an early applicant
Premium apartment network for remote workers
101-200 employees
Be an early applicant
101-200 employees
Company mission
Ukio’s mission is to empower people to live where they want, when they want by providing them a home wherever they go.
Role
Who you are
- Experience: Minimum of 2 years of experience in customer service
- Education: Bachelor’s degree in Business Administration, Marketing, or a related field preferred
- Languages: C1 Spanish level and C1 English level
- Strong problem-solving and analytical abilities
- Excellent communication and interpersonal skills
- Experience managing high-profile clients
- Familiarity in CRM and ticket management systems (e.g., HubSpot, Salesforce)
- Ability to work collaboratively across departments
- Customer-focused mindset
- High attention to detail
- Ability to thrive in a fast-paced, dynamic environment
- Strong organizational and multitasking skills
What the job involves
- As the Senior Customer Service, you will be responsible for handling high-level complaints and managing complex customer issues, including compensation disputes, relocations, and cancellation requests
- Your role will involve working closely with cross-functional teams, such as legal and customer service
- Utilizing strong negotiation skills, you will manage public reviews and maintain positive relationships with both customers and key stakeholders
- Through proactive communication, you will ensure that customers feel valued throughout their journey, contributing to long-term satisfaction and loyalty
- Handle High-Level Complaints and Negotiations: Manage and resolve high-priority complaints, including compensation disputes, relocation requests, and cancellation cases, ensuring customer satisfaction and retention
- Cross-Functional Collaboration: Liaise with legal teams and other cross-functional departments to address and resolve sensitive or high-risk customer issues in a timely and effective manner
- Negotiation and Relationship Building:Utilize strong negotiation skills to resolve disputes and maintain positive, long-lasting relationships with customers and key stakeholders
- Management of Public Reviews: Oversee and negotiate responses to low-score public reviews, ensuring fair resolutions and maintaining the company's reputation
- Customer Communication: Maintain proactive and transparent communication with customers throughout the resolution process. Ensure customers feel valued and heard
Our take
Renting an apartment abroad can be a complicated and expensive process. Ukio solves this problem by making it easier to lease an apartment in prime city locations.
Ukio was founded by two veterans of Knotel and Airbnb, and the company functions in a similar way to the latter. However, it differentiates itself from Airbnb and other rental sites by focusing on the mid-length leases and fashionable locations typically favoured by professional remote workers. The company has benefited from the increasing number of people looking for flexible short term rentals especially in major international hubs.
Having already expanded into Germany and Portugal, it is using recent investments to enter the French and Italian markets, with longer term goals to establish a presence in the UK and Ireland. It is also building a B2B solution for international businesses to allow them to offer accomodation to their remote employees.
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
70% employee growth in 12 months
Company
Company benefits
- Bonus Scheme
- Flexible schedule
- Investment in your learning and development
- Employee Stock Options Plan
- A challenging job at one of the fastest growing companies in Europe
- Competitive annual gross salary, to be determined in line with your knowledge and experience
- Private Insurance
- International working environment with many different nationalities
- Work with talented, committed and supportive teammates
- Team events and an amazing internal culture
Company values
- Here to make you feel at home
- Tech-forward approach
- Sustainability
- Honesty & transparency
Company HQ
Dreta de l'Eixample, Barcelona, CT
Articles
Leadership
Stanley Fourteau
(Co-Founder & CEO)Previously worked as a Sales Director at Peixe Urbano, and was Head of Global Growth at Airbnb.
Jeremy Fourteau
(Co-Founder)Previously worked as a Product Manager at Zynga, and as Director of Product at EA, Headspace and Knotel.
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