Overnight Senior Support Specialist - Bilingual (Spanish/English)

About the Role As a Senior Support Specialist, you will deliver a premium, white-glove support experience for high-value clients, service partners, and executive customers. This role extends beyond traditional customer support. You will act as a concierge and customer advocate, helping preserve customer confidence, recover service failures, and coordinate solutions across operational partners. You will handle customer queries, complaints, compensation requests, and complex escalations with composure, empathy, and precision.Whether supporting active service requests, facilitating special needs, or conducting proactive outreach, you will take ownership from issue identification through resolution. You will also act as a trusted point of support for first-line colleagues and cross-functional stakeholders, helping the wider operation deliver a consistent, effortless, and genuinely cared-for experience. Success in this role requires strong judgment, clear communication, operational agility, and a hospitality-first mindsetWhat You'll DoDeliver polished, high-touch, and premium customer support to high-value clients and service partners across all relevant channels, using established service standards and a premium, hospitality-first tone.Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.Manage complex service disruptions, including cancellations, delayed arrivals, special requests, and other operational exceptions.Work to preserve or recover the customer's experience whenever possible while balancing customer needs with operational realities and policies.Take responsibility for major complaints and escalations from initial assessment through to resolution, establishing the facts and restoring customer confidence.Review and process compensation requests accurately and promptly, ensuring fair and well-documented outcomes.Conduct proactive outreach when early intervention could prevent a service failure or improve the custo