Live Operations Specialist

About us Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe. Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services. One of the highest-rated global transportation companies with a rating of 4.9/5 stars. Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target. Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month. Over 2.5 million happy travellers every year. ⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, on this link to check our TikTok account.⭐️ The Team We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals. The Live Operations Specialist supports the Live Operations team in handling emergency situations, last-minute cancellations, and real-time operational challenges. As Welcome Pickups scales to handle more volume and high-stakes partnerships, this role ensures we maintain high save rates and minimize emergency spend while protecting customer experience. Responsibilities Real-time incident handling - Respond to live operational emergencies including driver no-shows, cancellations, delays Driver reassignment -Execute driver reassignments and alternative solutions to save transfers at risk EM spend management - Follow EM spend guidelines and escalate appropriately when interventions require significant cost Removal prevention - Work to prevent removals through proactive outreach and intervention Customer communication - Communicate with customers during emergencies to manage expectations Driver coordination - Coordinate with drivers during incidents, providing instructions and support Incident documentation - Document incidents thoroughly for post-incident review Pattern identification - Identify recurring issues and escalate for systemic resolution Shift coverage - Provide coverage during peak hours, weekends, and high-demand periods