Live Operations Specialist

About the role

The Live Operations Specialist joins Welcome’s Live Operations team to manage emergency situations, last‑minute cancellations and real‑time operational challenges. The role is critical for maintaining high save rates, minimizing emergency spend and protecting the customer experience as the company scales.

Key responsibilities

• Respond to live operational emergencies such as driver no‑shows, cancellations and delays.
• Execute driver reassignments and alternative solutions to safeguard at‑risk transfers.
• Follow emergency‑spend (EM) guidelines and escalate significant cost interventions.
• Proactively reach out to prevent removals through early intervention.
• Communicate with customers during incidents to manage expectations.
• Coordinate with drivers, providing instructions and support during emergencies.
• Document incidents accurately for internal tracking.

Required profile

• Experience handling real‑time operational incidents.
• Strong ability to communicate clearly with customers and drivers under pressure.
• Attention to detail for accurate incident documentation.

Required skills

What we offer

• Opportunity to work in a fast‑growing travel‑tech startup.
• Collaborative, diverse team focused on delivering memorable travel experiences.
• Potential for professional growth as the company expands globally.