Senior Guest Experience Agent

Hey there We're Numa, a forward-thinking hospitality brand redefining how people discover cities. We create spaces where simplicity meets innovation, offering thoughtfully designed rooms, studios, and apartments in the heart of Europe's most vibrant neighbourhoods.
We're not just transforming the guest experience—we're revolutionizing the hospitality industry from the inside out. Our cutting-edge technology streamlines operations, delivering unparalleled value with no hidden fees—just real, quality experiences.
At Numa, we believe that travel should be curious and authentic, and we bring those same values to our work culture. As part of our team, you'll experience a dynamic and supportive environment where creativity thrives, and your contributions make a real impact. We're committed to fostering a diverse, inclusive, and equitable workplace where every voice is valued, and different perspectives fuel our innovation.

We're looking for a Guest Experience Agent - Tier 3 to help our Guests all over Europe. In this remote role, you'll be the expert who tackles our most challenging guest issues, turning potentially negative experiences into positive ones. Your goal is to make every guest's stay at a Numa property unforgettable by providing compassionate, efficient, and creative solutions.

You'll need a knack for defusing tense situations and a genuine passion for problem-solving. This isn't just about closing tickets, it's about digging deep into issues, working with other teams and stakeholders, and helping us continuously improve our processes. We're looking for someone who takes ownership, stays calm under pressure, and is committed to delivering outstanding service.

Key Responsibilities:

• Resolve complex issues: De-escalate and resolve high-pressure situations, including guest complaints, emergency situations, booking modifications, and misconduct cases.
• Be a detective and a diplomat: Analyze problems to offer tailored solutions. You'll also follow up with unhappy guests after they check out to understand their experience and provide support.
• Work cross-functionally: Collaborate with other departments to solve complex issues that require input from different teams.
• Help us get better: Provide feedback on recurring issues to our training, product, and process teams. You'll also proactively identify opportunities to innovate and improve our operations.
• Manage our reputation: Handle guest reviews from both internal and external channels.
• Be a team player: Work with agents from other tiers to handle cases that need extra attention.
• Champion our values: Embody our company values of empathy and excellence, and participate in team evaluations to help everyone grow.

• An experienced professional with a strong background in customer support, preferably in both B2C and B2B environments.
• An expert problem-solver who can think on your feet and come up with creative solutions to complex issues.
• Highly empathetic with a deep understanding of customer needs.
• Someone who takes full ownership of their work and is accountable for the results.
• Able to stay calm and focused in high-pressure situations, even when procedures are constantly changing.
• A great collaborator who enjoys working across departments to achieve shared goals.
• Flexible and able to adapt on the fly to new workflows and priorities
• Mandatory: You are fluent in both German and English (C1 or higher). We'll be assessing your language skills internally.
• A bonus if you also know: Spanish, Italian, or French.

• Empower your career: Thrive in a fast-paced, collaborative environment where your ideas help shape our future. Enjoy opportunities for professional growth and build a fulfilling career path.
• Experience our brand: Immerse yourself in the Numa lifestyle with a complimentary stay. Share the love with friends and family through exclusive discounts on our stylish apartments. Connect with a global community of colleagues at our inspiring team-building events.

Numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person's talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.

For more information on the processing of your personal data, please see our Privacy Notice.