Elevated Support Senior Specialist

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job DescriptionElevated Support Senior Specialist Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site roleReports to: ManagerContract: Regular, Full-timeEducation : High School DiplomaTravel Requirements: NoFor existing vacancy: No About UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone wins About the Job As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You’ll own cases from “A to Z,” leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community. Core Responsibilities Complex Case Management:Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the businessNegotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.