Senior Support Specialist - Bilingual: English and Spanish

About the RoleAs a COE Specialist II, you will deliver a premium, white-glove support experience for high-value riders, chauffeurs, and executive customers.This role extends beyond traditional customer support. You will act as a concierge and customer advocate, helping preserve rider confidence, recover service failures, and coordinate solutions across operational partners. Whether supporting active trips, facilitating special requests, or conducting proactive outreach, you will take ownership from issue identification through resolution.Success in this role requires strong judgment, clear communication, operational agility, and a hospitality-first mindset.What You'll DoDeliver polished, high-touch phone support to high-value riders and chauffeurs using established service standards, communication frameworks, and escalation guidance.Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.Manage complex trip disruptions, including driver cancellations, delayed arrivals, special requests, and other operational exceptions.Work to preserve or recover customer's trip whenever possible while balancing customer needs with operational constraints.Conduct proactive outreach when early intervention could prevent a service failure or improve the customer outcome.Support live trip triage in partnership with relevant cross-functional teams.Coordinate with relevant partners to facilitate service recovery and special requests.Escalate time-sensitive or high-priority situations appropriately while remaining accountable through resolution.Communicate recurring customer pain points, operational insights, and process gaps to relevant stakeholders.Support the testing and adoption of new processes and operational enhancements.Maintain strong knowledge of evolving procedures, service offerings, and support expectations.Handle sensitive customer and trip information with appropriate discretion and care.Basic QualificationsProfessional proficie