Why we are here
\nTony's Chocolonely is committed to ending exploitation in cocoa. We are an impact company that makes chocolate, not a chocolate company that makes impact.
\nAs the Creative Operations Studio Project Manager, you'll be the operational heartbeat of our Creative team - the person who brings calm, clarity and a cheeky bit of structure to the beautiful creative chaos.
\nYou keep a full-view dashboard in your head (and in tools): what's coming, what's blocked, what needs love, and what needs a polite 'not right now.'
\nYou're the strategic right hand to our Global Head of Creative and the connector across Brand Comms, Digital, NPD, markets and partners - making sure we deliver brilliant work on time, every time.
\nYou make it easier for designers and copy to do their best work by removing friction, untangling priorities and setting up smart ways of working.
\nAnd because we're raising the bar, you'll help level up how the team runs - without killing the creative vibe.
\nAll wrapped up - Run the creative 'traffic control tower': manage intake, scope requests, align expectations and keep priorities crystal clear across markets and teams.
\nOwn resourcing & planning: create and maintain a clear weekly plan so the right people are on the right work at the right time (even when everything feels urgent).
\nProject-produce like a pro: lead delivery for campaigns, studio work, TV/film productions, packaging and innovation launches - timelines, budgets (where relevant), risks, the lot.
\nSpot bottlenecks early & unblock fast: raise flags, propose solutions, and keep stakeholders aligned (with just the right mix of kindness and firmness).
\nBuild better ways of working: improve workflows, templates, playbooks, onboarding and tooling so we can scale without chaos.
\nProtect quality and consistency: partner with the Global Head of Creative to ensure the work lands beautifully and consistently across channels and countries.
\nRequirements
\nOur new flavor:
\nRelevant experience in creative operations / project management / production (agency or in-house), with a strong understanding of how creative work actually gets made.
\nA natural planner + connector: you love clarity, you see the moving parts, and you make it easy for others to collaborate (even with loads of stakeholders).
\nStakeholder magic: you can read the room, communicate clearly, handle conflict calmly, and de-escalate when things get spicy.
\nOperational excellence with creative empathy: you bring structure that enables creativity - you're here to help the work fly, not to police it.
\nComfortable using planning/PM tools and spreadsheets (Asana/Trello/ClickUp vibes are a plus), and you're not afraid to improve how the system works.
\nWe are all about being more in person than apart; this means we offer flexibility but see each other in the office on average 3 days a week. More is fine too!
\nBelieve wholeheartedly in Tony's purpose. You live our core values: outspoken, in it together, entrepreneurial, raise the bar and makes you smile.
\nOur benefits (the icing on the cake)
\nAt Tony's you will get the opportunity to be part of something extraordinary; first and foremost, by making real impact in the world but also enjoying the nice benefits we provide as you help us succeed.
\nWe're dedicated to enabling all Tonys to grow and develop their careers and therefore we offer training programs, regular feedback cycles, coaching and a generous L&D budget.
\nWe also offer a wide range of additional benefits, including a luxurious vega-lunch, company bonus, minimum of 28 holidays, inspirational team updates, unforgettable events and unlimited chocolate.
\nBut we also know chocolate won't cover the bills, so we've made sure your salary is just as rewarding, for this role that means a salary between EUR 56k-70k on a yearly basis, including holiday pay.
\nSounds like you? Are you passionate about making a difference in the world? Look no further! If you're ready to take the chocolate industry to new heights with us, we'd love to hear from you!
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\nComplex Case Management Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases. Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools. Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation. Become a subject matter expert in Airbnb policies and procedures. Explains and simplify complex information, provide appropriate context, and address complex questions with confidence. Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations. Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises. Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
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\nParticipating in Your Team’s Improvement Leverage your functional operational knowledge to proactively lead the team to succeed. Provide insights about community experience and continuous improvement opportunities to your Management. Supports the simplification of complex processes and ways of working within the team. Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. Supports onboarding of new employees. Be a positive force in the team and help management drive & land changes with the least frictions possible. Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
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\nComplex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation - Become a subject matter expert in Airbnb policies and procedures - Explains and simplify complex information, provide appropriate context, and address complex questions with confidence - Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations - Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
\nCombining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Supports the simplification of complex processes and ways of working within the team - Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Supports onboarding of new employees - Be a positive force in the team and help management drive & land changes with the least frictions possible - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
\nStakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Build & nurture relationships outside of your team - You are on-call to handle emergency situations in the evenings & weekends - Inspire a culture where quality is a core principle.
\nYour Expertise:
\nYour background & experience - 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts - Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
\nYour skills & expertise - World class interpersonal and communication skills, both written and spoken, including conflict resolution. - Active listening skills - Empathy and patience in dealing with customers, especially in high-pressure situations - Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments - Passion for delivering exceptional customer service and setting a high bar - Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively - Ability to adapt to new tasks and responsibilities as needed. - Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. - Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. - Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly - Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives - Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools - Language proficiency in English and German, spoken and written, is required.
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\nResponsibilities:
\nRequired Experience:
\nPay Transparency:
\nThis job posting may span more than one career level. In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission.
\nAdditionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/
\nTo provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies.
\nFinal offer amounts are determined by multiple factors including, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below.
\nThe base salary range for this position is $180,200-$252,300 USD
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\nA Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.
\nAs part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.
\nThe ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
\nComplex Case Management Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases.
\nInteracting with Customers and Community Members Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools.
\nEnd-to-End Ownership of Cases Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation.
\nSubject Matter Expertise Become a subject matter expert in Airbnb policies and procedures.
\nExplaining Complex Information Explains and simplify complex information, provide appropriate context, and address complex questions with confidence.
\nNegotiating and Mediating Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations.
\nProactive Anticipation Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises.
\nManaging Highly Sensitive Cases Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
\nOperating in Autonomy Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations.
\nCombining Efficiency with Bespoke Quality Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
\nParticipating in Team Improvement Leverage your functional operational knowledge to proactively lead the team to succeed.
\nStakeholder Engagement Build and maintain strategic partnerships to achieve team or functional goals.
\nYour Expertise 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts.
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\nRequirements
\nXML job scraping automation by YubHub
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