Senior Customer Experience

About UsWe are one of the most promising startups of 2025 with headquarters in Spain, founded in Barcelona. We have expanded to Madrid, Lisbon, Berlin, Paris, and Milan, and plan to spread across Europe and beyond .Ukio's mission is to empower individuals to live where they want, when they want . We disrupt the traditional residential real estate market by providing fully furnished, artfully designed apartments for stays starting at one month. We eliminate hassle around rentals—no long‑term contracts, security deposits, broker fees, moving/furniture expenses—giving people choice and flexibility to plant their roots anywhere .Backed by Europe’s best Venture Capital firms, this year we aim to grow our team, solidify our current markets, and expand into new ones. We are ranked among the top 10 startups in Spain on LinkedIn and have successfully raised a Series A round of €27 million to support our expansion throughout Western Europe.Our CultureWe honor diversity, compassion, and honesty. Our team is collaborative, result‑driven, and autonomous, operating as owners of their projects. We embrace dynamic environments, build projects from scratch, and celebrate with team events. We are looking for like‑minded individuals who are ready to join us.Role: Senior Customer ExperienceAs a Senior Customer Experience lead, you will be the go‑to person for escalated cases, handling high‑level complaints, complex negotiations, and sensitive customer situations with empathy, strategy, and ownership.You will collaborate closely with cross‑functional teams such as Legal and Guest Experience to ensure fair resolutions, protect our brand reputation, and maintain lasting relationships with our guests.We need someone who thrives in dynamic environments, enjoys solving complex problems, and isn’t afraid to take ownership of critical situations.ResponsibilitiesLead escalated cases: manage and resolve high‑priority complaints, including compensation disputes, relocation requests, and cancellation cases.Collaborate cross‑functionally: work closely with Legal, Guest Experience, and other teams to resolve sensitive or high‑risk situations quickly and effectively.Negotiate with impact: use strong negotiation skills to find fair solutions and maintain positive, long‑term relationships with guests and key stakeholders.Protect the brand: oversee responses to low‑score public reviews, ensuring transparent, fair resolutions and safeguarding our reputation.Own the guest journey: communicate proactively with customers to ensure they feel valued, supported, and heard throughout the resolution process.About You2+ years in customer service or escalations, ideally in hospitality, travel, or fast‑paced consumer‑facing roles.Fluency in Spanish (C1) and English (C1).Strong problem‑solving, communication, and negotiation skills.Experience handling high‑profile clients or sensitive cases.CRM knowledge (HubSpot, Salesforce).Customer‑focused, detail‑oriented, organized, and adaptable.BenefitsPrivate Health Insurance with ALAN.Flexible retribution with Payflow.UKIO Anniversary gift.Team buildings and office events.Transportation card covering travel needs for work tasks.Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn.Amusing internal culture and no dress codeInternational working environment with a diverse national community.Ukio promotes and values each individual’s contribution. Diversity and inclusion are core to our mission; we encourage applications from people of all backgrounds.Sky’s the limit for us—join the revolution .We look forward to receiving your application For more information about Ukio, visit and follow us on LinkedIn and Instagram.#J-18808-Ljbffr