Customer Support Representative Tier 2

• Act as the trusted advisor and single point of contact for VIP customers
• Grow and nurture relationships to drive retention and loyalty
• Deliver concierge-style, personalized support and proactive communication
• Manage end-to-end customer journeys, including inquiries, special requests, and post-event follow-up
• Anticipate customer needs and provide tailored solutions
• Collaborate with internal teams (Operations, Payments, Logistics) to ensure seamless service delivery
• Maintain ownership of assigned accounts with timely updates and resolutions
• Represent the brand with professionalism, warmth, and premium-service standards

• Minimum 2 years in customer-facing roles (Concierge, VIP Support, Account Management, Hospitality, or similar)
• Fluent in Spanish and English (C1/C2)
• Experience working with premium, high-profile, or high-value customers
• Experience with CRM tools and digital communication platforms
• Background in eCommerce, hospitality, entertainment, or premium service environments (desired)
• Exceptional communication and relationship-building abilities
• Strong problem-solving mindset with autonomy and accountability
• High attention to detail and ability to deliver premium service
• Ability to multitask, prioritize, and work under pressure
• Customer-centric, proactive, and solution-oriented
• Strong organizational and digital proficiency (CRM, Office tools, etc.)

Additional languages, especially European, are a plus

• Competitive salary
• Hybrid work model
• Company-provided equipment
• Major Medical Insurance
• Food vouchers