Job Description

Spanish-Speaking Customer Experience Specialist – Accommodation Platform | Lisbon

Job Description

We are recruiting Spanish-speaking Customer Experience Specialists for an on-site role in Lisbon, Portugal, supporting one of the world's leading online travel and accommodation platforms.

In this role, you will assist travelers and property hosts across Spanish-speaking markets, providing support with reservations, property listings, payments, and emergency re-accommodations. You will play a vital role in ensuring seamless, memorable travel experiences and maintaining high levels of host and guest satisfaction.

Your Role

• Deliver empathetic and professional customer support via phone, email, and live messaging in Spanish.
• Assist guests with bookings, date modifications, cancellations, refund requests, and property check-in inquiries.
• Support hosts with property listing management, calendar availability, payout schedules, and guest communications.
• Mediate and resolve booking discrepancies, damaged property claims, and on-trip disruptions with calm and effective solutions.
• Troubleshoot platform, mobile app, and account access issues for both guests and hosts.
• Document case details, resolutions, and follow-ups accurately within CRM systems.
• Uphold strict service quality guidelines, safety protocols, and platform community standards.

Your Qualifications

• Native or near-native fluency in Spanish (C1/C2 level) with strong verbal and written communication skills.
• Good command of English (B2 level or higher) for internal systems, training, and team collaboration.
• Strong interpersonal skills, empathy, and active listening abilities.
• Solution-driven mindset with the composure to handle urgent or sensitive travel scenarios calmly.
• Good computer literacy and ability to multitask across multiple digital systems and chat interfaces.
• Previous experience in customer support, tourism, hospitality, or travel services is an advantage, but motivated entry-level candidates are welcome to apply.
• Availability to work on-site at modern facilities in Lisbon on rotating operational schedules.

The Offer

• Location: Modern office campus in Lisbon, Portugal (full-time on-site).
• Work Schedule: 40 hours per week on rotational shift rosters (operating Monday to Sunday with consecutive rest days).
• Compensation & Benefits: Competitive monthly salary package plus performance-based bonuses, meal allowances, and comprehensive health insurance from day one.
• Training: Structured, fully paid initial training on platform tools, hospitality workflows, and conflict resolution.
• Workplace Culture: Dynamic, multicultural environment with engaging team events, sports activities, and long-term international career progression opportunities.