Customer Service Agent (Tier 2)

Are you an experienced Customer Support professional with a background in the travel or hospitality industry, looking for your next adventure? Do you thrive in high-pressure situations and excel at problem-solving?

Vio.com believes travel is the one thing that opens minds to new ideas, cultures, and ways of thinking. Our mission is to get every traveler the best accommodation deal, worldwide. From adventure travel and backpacking to honeymoons and family vacations, we genuinely care so that every traveler can make the best-informed accommodation choice at the absolute best conditions for every trip.

We are seeking a dedicated Tier 2 Customer Support Agent, reporting to our Customer Support Manager, to proactively resolve critical customer cases when our third-party partners fail to respond within the expected timeframe. This team will act as the final decision-makers in finding customer-focused solutions while maintaining a business-oriented approach.

What you will do:

• Proactive Case Resolution:

  • Monitor pending critical cases escalated by the Partner Management team.

  • Make final decisions on case resolution when the partner fails to respond within SLA.

  • Choose the most customer-friendly resolution within business constraints (relocation, refund, or compensation).

  • Negotiate solutions that balance customer satisfaction and financial impact.

• Communication & Documentation:

  • Update partners on resolutions taken for each case and ensure the Partner Manager is informed.

  • Maintain clear and structured records of case handling and resolution in internal systems.

  • Ensure all actions taken are properly documented to address future disputes effectively.

• Financial Reconciliation & Case Attribution:

  • Open finance cases for costs incurred in resolving customer issues.

  • Attribute costs to the responsible partner to enable finance teams to reconcile invoices.

  • Ensure proper tracking of financial losses and recovery processes.

• Backlog Management & Escalation Support:

  • Assist in reducing the backlog by proactively resolving cases without waiting for prolonged partner responses.

  • Support general escalations and complex cases that require advanced resolution skills.

  • Identify patterns of recurring issues and collaborate with the Partner Manager for long-term improvements.

• Expertise in Relocations & Business Negotiations:

  • Develop expertise in relocating customers under emergency situations.

  • Assess available options and negotiate the best possible alternative accommodations.

  • Work with customers to find suitable solutions while ensuring minimal business impact.

  • Balance customer satisfaction with cost-effectiveness and operational feasibility.

• 24/7 Coverage & Crisis Management:

  • Ensure round-the-clock availability to manage critical cases at any time.

  • Be prepared to handle crisis situations effectively and maintain service continuity.

Who you are:

• Proven experience in customer support, preferably in a travel, hospitality, or OTA environment.

• Strong problem-solving and negotiation skills, with a balance of customer focus and business acumen.

• Expertise in handling disputes and complaints.

• Experience handling escalations and resolving high-impact cases.

• Excellent communication and documentation skills.

• Understanding of financial reconciliation and cost attribution in a B2B setting.

• Ability to make autonomous decisions in high-pressure situations.

• Flexibility to work in a 24/7 operational environment.

Why join us now?

• We are one of the fastest-growing accommodation booking platforms in the world today, having grown our bookings 30x between 2017 and 2022, and catering to the needs of over 100 million unique visitors worldwide each year. We do that by harnessing the power of advanced algorithms and an innovative suite of power features and managed to overcome the corona crisis remarkably fast.

• The mobile applications (iOS and Android) we launched in 2023 are already a big success in the US, and we are aiming at 10M global app installs by the end of 2024, as we are be