Role Description As a Client Support Associate, you are the first line of defense and the "engine room" of our 24/7 client operations. You will manage the full spectrum of luxury travel requests—from complex hotel rebookings and concierge services to intricate air travel and accounting inquiries. This is a high-stakes role requiring a "figure-it-out" factor; you must be a high-agency individual capable of navigating high-emotion, complex situations with calm, ease, and total independence. Key Responsibilities - Omni-Channel First Response: Act as the primary point of contact for all incoming calls and emails, handling general inquiries and urgent travel emergencies with equal professionalism and urgency. - Comprehensive Reservation Management: Execute and modify luxury hotel bookings (Luxury Travel Advisor functions) and coordinate concierge services including transfers, excursions, dining, and spa treatments. - Air Service Expertise: Manage the booking and rebooking of air services, ensuring seamless transitions for clients, especially during disruptions. - Primary Ownership of Crisis Resolution: Own the resolution process for "emergency-line" situations, fixing in-travel conflicts (hotels, transport, air, etc.) on your own initiative without needing supervisor intervention or escalation. - Technical & Financial Accuracy: Operate as an expert in internal booking systems (Amadeus) and handle accounting-related inquiries to ensure all financial records and payments are accurate. - Luxury Service Delivery: Communicate with high-net-worth clientele using elite-level etiquette, providing a premium service experience that calms high-emotion situations. Qualifications - High Agency: You are a natural problem-solver who takes extreme ownership. You don’t just identify problems; you solve them before anyone else knows they exist. - Emotional Intelligence: Ability to remain composed and effective when dealing with stressed clients in complex, time-sensitive travel emergencies. - Technical Proficiency: 2+ years of experience in luxury travel or high-end hospitality. Proficiency in Amadeus or similar GDS, and reservation management systems is required. - Communication Mastery: Native-level English fluency with the ability to pivot between persuasive sales-minded support and empathetic crisis management. - Extreme Detail-Orientation: Managing intricate logistics and accounting across multiple time zones requires a passion for accuracy. - Schedule Flexibility: This is a 24/7 operation; you must be comfortable working non-traditional hours and maintaining flexibility for emergency coverage. Why This Role? You aren't just a support agent; you are the guardian of the client experience. You will have the autonomy to make executive decisions that save trips and build lifelong loyalty. If you thrive on complexity and pride yourself on being the person who always has the answer, you belong on this team. LatAm-based candidates are welcome to apply. Candidates located outside the United States will be engaged under an independent contractor agreement. You will be responsible for managing your own social security and taxes in accordance with the regulations of your home country. Please take this into consideration before applying.

• Proactively monitor systems to ensure seamless uptime and minimize disruptions • Rapidly resolve incidents to maintain platform stability and customer trust • Orchestrate major incident management across cross-functional teams • Conduct root cause analyses and post-mortems to drive continuous improvement • Document incidents and resolutions clearly to prevent recurring issues • Building Monitoring Dashboards, metrics, alerts and optimising alerts. • Collaborate closely with Product, Engineering, and SRE teams to align technical operations with business needs • Contribute to building a trusted, innovative, and sovereign European payment solution by reducing reliance on non-European networks • You will be a part of 24X7 on-call and weekend support.

Role Description We're looking for a Customer Service Representative with hands-on experience in AMS 360 to support an insurance-focused client operation. This is a client-facing role where accuracy, responsiveness, and system fluency matter. You will handle inbound customer inquiries, manage policy-related requests, and navigate AMS 360 to keep records accurate and service moving without delays. If you have worked in an insurance agency environment, know your way around AMS 360, and take pride in delivering clear and professional customer support, this role is a strong fit. Qualifications - Proven experience working with AMS 360 in a professional capacity - Background in insurance agency operations, customer service, or a related field - Strong written and verbal communication skills in English - High attention to detail and accuracy in data entry and record management - Organized, self-sufficient, and comfortable managing multiple open cases simultaneously - Comfortable working fully remotely with minimal oversight Requirements - Handle inbound customer inquiries via phone, email, or chat professionally and promptly - Resolve customer issues, answer policy-related questions, and escalate complex cases as needed - Follow up on open items and ensure every customer interaction is closed properly - Maintain a professional, clear, and empathetic communication style across all channels - Navigate AMS 360 to access, update, and manage customer and policy records accurately - Process policy changes, endorsements, renewals, and cancellations within the system - Ensure data integrity across all records and flag discrepancies for review - Generate reports and pull information from AMS 360 to support internal and client needs - Maintain organized records and documentation for all customer interactions - Support internal teams with data entry, record updates, and workflow coordination - Identify recurring customer issues and surface them to the team for process improvement Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - Stable, client-facing role with clear ownership over customer interactions - Direct impact on client satisfaction and retention How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) introducing yourself, describing your experience with AMS 360, and walking through how you handle a high-volume or complex customer service situation Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

• відповідь на запити VIP клієнтів через визначені канали зв'язку (чати, листи) • надання інформації про продукти / послуги • вирішення проблем та співпраця з профільними командами за необхідності • документування взаємодії з користувачами • моніторинг і дотримання визначених особистих кількісних та якісних показників • фіксація та передача фідбеку клієнтів