Senior Customer Experience Specialist - Marketplace

• Handle customer tickets and escalations, particularly complex, sensitive or high-impact cases, and own them through closure.
• Investigate issues across payments, refunds, bookings, cancellations, vouchers, recharge and other marketplace journeys by coordinating with internal teams and external partners.
• Own and execute day-to-day CX activities required to resolve customer issues, including refunds, operational interventions and other activities that may evolve as the Marketplace grows.
• Ensure customer communication is clear, empathetic and timely, with adherence to defined SLAs.
• Build and improve SOPs, escalation matrices, exception handling and customer communication templates based on actual customer issues.
• Drive CX readiness for new launches, particularly Travel in Europe, including booking failures, cancellations, refunds, payments and partner-related scenarios.
• Work closely with and train our outsourced support agency; conduct quality reviews and ensure adherence to CX standards.
• Identify repetitive tickets and operational activities that can be automated through workflows, AI, self-service or agent-assist solutions.
• Analyse ticket trends and recurring complaints, identify root causes and work with Product, Tech, Operations and partners to prevent recurrence.
• Track CX metrics including SLA, resolution quality, repeat contacts, escalations and customer satisfaction.

• Prior hands-on experience in Customer Experience / Customer Operations, preferably in Travel, Marketplace, E-commerce, Fintech or consumer internet businesses.
• Strong written and verbal communication skills with experience personally handling customer complaints and escalations.
• Experience supporting international customers; European market exposure is strongly preferred.
• Travel CX experience would be a strong advantage.
• Experience working with outsourced customer support/BPO teams, including training and quality management.
• Hands-on experience with Freshdesk or similar CX platforms.
• Experience implementing CX automation, AI, workflows or self-service solutions.
• Strong problem-solving skills and ability to investigate issues across multiple systems, teams and partners.
• Comfortable switching between handling an urgent customer escalation and working on longer-term CX improvements.

Before Our Conversation

• What would you focus on, and what should we avoid as we scale?
• Based on your past experience, what are 1–2 CX processes/workflows you have personally automated or significantly improved? What was the problem, what did you change, and what was the impact?
• If you were joining such a business today, where would you see the biggest opportunities to use automation/AI in CX?