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Serve as additional Host-facing support for the Market Management Team and Key Accounts Team.
Master and maintain knowledge of company policies and procedures, acting as an expert in Community Support and brand risk topics.
Provide end-to-end resolution and communication to Hosts with professionalism and clarity.
Conduct in-depth research to address and resolve Host issues.
Triage and assign escalations tickets, providing recommendations for efficient resolution.
Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment.
Proactively improve the listing quality of hosts to increase the percentage of 5-star bookings.
Support In-Market events for your territory when required.
Communicate effectively in the context of stakeholder management.
Meet or exceed SLA response times.

4+ years as a Customer Support Representative or Account Management.
German native language proficiency.
Fluent English proficiency.
Proven expertise in handling high value and time sensitive customer service inquiries.
Strong active listening and problem-solving skills.
Exceptional written and verbal communication abilities.
Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
Proven ability to analyze and assess challenges with a track record of solving complex issues.
Skilled at de-escalating conflicts and achieving resolutions.
Strong analytical skills to support peers, Lead, and Market Managers.
Proficiency in tools like Salesforce, G-Suite, and Jira (preferred).

Our client is a global technology-driven travel platform reshaping how people discover and book places to stay.
Known for its design-led products and guest-first mindset, the company partners with millions of hosts and hospitality providers worldwide.
With a strong culture of innovation and entrepreneurship, it continues to expand into new travel categories while empowering partners to grow their businesses.

Market Coordinator at Infotree Global Solutions

Market Coordinator