Monitor Premium Support interactions in English and German to ensure standards
Refine quality scorecards to improve personalization and first-contact resolution
Identify gaps and drive improvements for premium guests and hosts
Analyze data and deliver reports to leadership for action
Coach teams to sustain high-touch luxury service

🎯 Requirements

5+ years in luxury hospitality or premium concierge services
Bilingual German and English required
QA, CX strategy, or premium service training experience
Analyze performance and provide confidential feedback
Proficiency with NICE/QC, Asana, and Tableau
Google Suite proficiency (Sheets, Slides, Docs)

🎁 Benefits

Bonus potential and benefits may be offered
Remote-friendly with global impact
Learning and development opportunities
Collaborative, high-performance team culture
Employee travel credits and related perks

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