About the Role We are looking for a Senior Customer Experience Specialist to help us run and scale CX across our Marketplace products including Travel, Gifting, Recharge and other digital services. With our Marketplace expanding across geographies and Travel launching in Europe for the first time, we need someone who is hands-on with customers while also helping us build better CX processes as we scale. This is a hands-on role. You will work directly on customer tickets and escalations, while also working with internal teams, partners and our outsourced support agency to improve how customer issues are handled and prevented. What You Will Do • Handle customer tickets and escalations, particularly complex, sensitive or high-impact cases, and own them through closure. • Investigate issues across payments, refunds, bookings, cancellations, vouchers, recharge and other marketplace journeys by coordinating with internal teams and external partners. • Own and execute day-to-day CX activities required to resolve customer issues, including refunds, operational interventions and other activities that may evolve as the Marketplace grows. • Ensure customer communication is clear, empathetic and timely, with adherence to defined SLAs. • Build and improve SOPs, escalation matrices, exception handling and customer communication templates based on actual customer issues. • Drive CX readiness for new launches, particularly Travel in Europe, including booking failures, cancellations, refunds, payments and partner-related scenarios. • Work closely with and train our outsourced support agency; conduct quality reviews and ensure adherence to CX standards. • Identify repetitive tickets and operational activities that can be automated through workflows, AI, self-service or agent-assist solutions. • Analyse ticket trends and recurring complaints, identify root causes and work with Product, Tech, Operations and partners to prevent recurrence. • Track CX metrics including SLA, resolution quality, repeat contacts, escalations and customer satisfaction. What We Are Looking For • Prior hands-on experience in Customer Experience / Customer Operations, preferably in Travel, Marketplace, E-commerce, Fintech or consumer internet businesses. • Strong written and verbal communication skills with experience personally handling customer complaints and escalations. • Experience supporting international customers; European market exposure is strongly preferred. • Travel CX experience would be a strong advantage. • Experience working with outsourced customer support/BPO teams, including training and quality management. • Hands-on experience with Freshdesk or similar CX platforms. • Experience implementing CX automation, AI, workflows or self-service solutions. • Strong problem-solving skills and ability to investigate issues across multiple systems, teams and partners. • Comfortable switching between handling an urgent customer escalation and working on longer-term CX improvements. What We Value We are looking for someone who can handle today's customer problem well and make tomorrow's customer experience better. Someone who doesn't stop at “the ticket is resolved”, but asks “why did this happen, could we have prevented it, and what should we change so the next customer doesn't face the same issue?” Before Our Conversation Please bring a one-pager to our first conversation sharing your thoughts on: How would you build a great Customer Experience function for a growing digital marketplace? Think of a marketplace spanning multiple categories such as Travel, Gifting, Recharge and other digital services, operating across multiple geographies and involving external partners/service providers. We'd love to understand: • What would you focus on, and what should we avoid as we scale? • Based on your past experience, what are 1–2 CX processes/workflows you have personally automated or significantly improved? What was the problem, what did you change, and what was the impact? • If you were joining such a business today, where would you see the biggest opportunities to use automation/AI in CX? You can draw from things you have personally seen, built or learnt in your previous roles. You're welcome to use AI to brainstorm ideas, but the write-up itself should be in your own words and reflect your own experience and thinking, not be AI-generated. Please keep it to one page. There is no prescribed format - we'd rather see how you structure the problem yourself.