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Senior Customer Experience
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About you |
We are one of the most promising startups of 2025 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, Paris and Milan. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well .
Ukio's mission is to empower individuals to live where they want, when they want . We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere .
Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets . We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.
We honor diversity, compassion, and honesty above all else in our team. We've already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.
Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?
Role |As a Senior Customer Experience, you'll be the go-to person for escalated cases, handling high-level complaints, complex negotiations, and sensitive customer situations with empathy, strategy, and ownership.
You'll collaborate closely with cross-functional teams like Legal and Guest Experience to ensure fair resolutions, protect our brand reputation, and maintain lasting relationships with our guests.
This role is perfect for someone who thrives in dynamic environments, enjoys solving complex problems, and isn't afraid to take ownership of critical situations.
Responsibilities |- Lead 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.
- 2+ years in customer service or escalations, ideally in hospitality, travel, or fast-paced consumer-facing roles
- C1 Spanish & C1 English
- Strong problem-solving, communication & negotiation skills
- Experience with high-profile clients or sensitive cases
- CRM knowledge (HubSpot, Salesforce)
- Customer-focused, detail-oriented, organized, and adaptable
- Private Health Insurance with ALAN
- Flexible retribution with Payflow
- UKIO Anniversary gift
- Team buildings and office events
- Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
- Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn whenever you need a boost
- An amazing internal culture and no dress code
- International working environment with many different nationalities
Ukio's culture promotes and values each individual's contribution. Diversity and inclusion, it's a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution
We look forward to receiving your application
For more information about Ukio, visit us at and to keep up to date with UKIO's news, follow us on LinkedIn and Instagram
