Live Operations Associate

About us
Founded in 2015 in Athens, Greece, Welcome redefines how people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalized, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalized way possible. Welcome's drivers are experts in the area and share their local know-how to make travelers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars
• 170 destinations in 72 countries with a goal to reach 200 by 2023
• 33 destinations launched in 2022
• Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 1 Million happy travelers every year

The Team
We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

About the role
Live Operations Agent is responsible for saving transfers that are at risk of being canceled, as no available drivers were found to operate them.

Live Ops agent is accountable for:

• Saving transfers that are at risk of being canceled
• Regularly keeping Live Ops Supervisor updated with Live Ops status and any feedback gathered from drivers
• Taking action during the weekend if any unexpected events pop up in order to protect the destinations (eg. block operation in specific destinations)

Responsibilities

• Monitors Live Ops list in CRM and takes all actions necessary to ensure non-assigned transfers are operated by Drivers.
• Interacts with drivers on a daily basis via driver support channels.
• Communicates with the Live Ops Supervisor on any urgent matters.
• Communicates with customers when needed (clarifications regarding correct flight number, name of vessel, inform them whether a split transfer is needed to be done) via call or email.
• Communicates with the rest of the team giving valuable insights.
• Any other projects that may occur like doing EM for tours, communicating with driver communities and asking for information about their city events, etc.

Requirements

• Bachelor's Degree in Economics, Social Studies, or a related field.
• 1-year minimum in a Startup, Logistics Company, Travel Company, or any related Industry.
• Preferable experience in Customer Support or Live Operations background.
• Excellent written and verbal communication skills in English and Spanish.
• Feels comfortable working on afternoons and weekends.
• Solution-oriented.
• An analytical mind and out-of-the-box thinker.
• A friendly and upbeat personality.
• Digital native: fluent in web and digital technologies.

Benefits

• Competitive salary package plus bonus scheme
• Fully remote work policy
• Vibrant and fresh work environment
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!