Summary:

Our Customer Experience (CX) team is the secret sauce to Bocobay’s success. Where others send canned messages or take days to resolve simple issues, we show up in person, listen, and fix things fast. As Customer Experience Lead you will guide a team of motivated CX agents, leading from the front to make sure no Bocobay guest leaves the island unhappy, ever. 

Bocobay is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in late 2020, Bocobay is a private equity backed business bringing a new standard to the Aruban vacation rental market - bringing the best of a hotel into your private residence.

In Customer Experience, you will support guests from the moment they land to the end of their stay, with a strong focus on delivering a first-class experience and upholding Bocobay’s standards. If you’re ready for an evolving and fast-paced environment and working in a fast growing company we’d love to hear from you!

At Bocobay you will:

• Be at the frontline of delivering world-class guest experiences by doing whatever is necessary in the moment - from sourcing & delivering last-minute birthday candles to handling tricky guest complaints
• Drive initiatives to uphold and improve our guest review scores across all platforms
• Liaise with other Bocobay teams such as Maintenance, Housekeeping and Operations to respond to emerging issues quickly and effectively
• Make decisions on guest refunds and relocations while balancing the interests of guests, owners and Bocobay
• Guide and inspire a team of CX agents to help achieve our mission

What we look for:

• Fluent in English & Spanish
• Previous hospitality experience is a must
• Great interpersonal skills and excellent communication abilities
• Guest-centric and positive mindset
• Organized, hardworking, and detail-oriented 
• Thrives in a fast paced, ever-changing, always challenging startup environment
• Ability to work effectively both in a team environment as well as independently
• Comfort in independent problem solving with the humility to ask for help when needed
• You never say “that’s not my job”
• Flexible schedule and is open to working weekends and some evenings (overtime will be compensated very fairly)
• This position requires a valid driver’s License, clean driving record and the right to work in Aruba

What we offer:

• A highly competitive salary
• Huge learning opportunities
• A high-energy, start-up environment with smart, positive coworkers
• An inspiring office near Palm Beach with a fun team from many nationalities
• Regular team events