Market Coordinator

Location: Berlin

Working model: hybrid (2 days/week onsite)

Contract type: CoE

Project duration: 12 months

About the Client
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.

Key Responsibilities

Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.

Master and maintain knowledge of company policies and procedures inside and out being an expert in Community Support and brand risk topics.

Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity.

Conduct in-depth research to address and resolve Host issues.

Triage and assign escalations tickets and provide recommendations for efficient resolution.

Respond promptly and accurately to Host inquiries via email maintaining a high level of service in a dynamic environment.

Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets.

Support In-Market events for your territory when required.

Effective communication in the context of stakeholders management.

Proven track record of meeting or exceeding SLA response times.

Skills

4 years as a Customer Support Representative or Account Management.

German native language fluent English.

Proven expertise in handling high value and time sensitive customer service inquiries with 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 even when outcomes may not meet Host expectations.

Strong analytical skills that will enable you to support your peers Lead and Market Managers.

Proficiency in tools like Salesforce and G-Suite and Jira (preferred).