Senior Customer Experience

Ukio

full-time

Posted on: 1/19/2026

Location Type: Hybrid

Location: Barcelona • Spain

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About the role

Lead escalated cases: Manage and resolve high-priority complaints, including compensation disputes, relocation requests, and cancellation cases.
Collaborate cross-functionally: Work closely with Legal, Guest Experience, and other teams to resolve sensitive or high-risk situations quickly and effectively.
Negotiate with impact: Use strong negotiation skills to find fair solutions and maintain positive, long-term relationships with guests and key stakeholders.
Protect the brand: Oversee responses to low-score public reviews, ensuring transparent, fair resolutions and safeguarding our reputation.
Own the guest journey: Communicate proactively with customers to ensure they feel valued, supported, and heard throughout the resolution process.

2+ years in customer service or escalations, ideally in hospitality, travel, or fast-paced consumer-facing roles
C1 Spanish & C1 English
Strong problem-solving, communication & negotiation skills
Experience with high-profile clients or sensitive cases
CRM knowledge (HubSpot, Salesforce)
Customer-focused, detail-oriented, organized, and adaptable

Benefits

Private Health Insurance with ALAN
Flexible retribution with Payflow
UKIO Anniversary gift
Team buildings and office events
Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
Fuel your day with fruit, nutrition bars, bottomless coffee/tea, and popcorn whenever you need a boost
An amazing internal culture and no dress code!
International working environment with many different nationalities!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceescalationsproblem-solvingnegotiation

Soft Skills

communicationadaptabilitydetail-orientedorganizationalcustomer-focused