Legal Support Advisor – Customer Service (São Paulo)

About the role

Booking.com is looking for a full‑time Legal Support Advisor to join its Customer Service Centre of Expertise in São Paulo. The role protects the brand by managing and resolving high‑risk legal issues that arise from travelers or partners, ensuring customer loyalty, brand reputation, and financial risk are safeguarded.

Key responsibilities

• Coordinate and manage complex legal claims or complaints from travelers, partners, authorities, or media, guiding each case to final resolution.
• Liaise with internal teams, external legal bodies, consumer organisations, lawyers, insurance providers, and courts to gather information and drive investigations.
• Escalate cases according to internal matrices and represent Booking.com in legal hearings, including the use of power of attorney.
• Identify new organisations that may be involved in mediations, assess whether to defend, settle, or reject claims, and handle related fines, sanctions, invoices, and payments.
• Provide expert guidance to other Centre of Expertise members, create procedural guides, and support non‑standard cases.

Required profile

• Strong analytical mindset with the ability to make sound judgments under pressure.
• Excellent communication skills in English; Portuguese proficiency is a plus.
• Experience interacting with legal authorities, consumer platforms, and third‑party representatives.
• Detail‑oriented and capable of managing multiple high‑stakes cases simultaneously.

Required skills

• Understanding of legal claim handling and documentation processes.
• Familiarity with consumer protection regulations and dispute resolution.
• Ability to work collaboratively across internal departments and external stakeholders.