CS Legal Support Advisor - Hebrew

About Us

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Leadership/Team Quote

"Our Customer Service Legal Support team sits at the very heart of Booking.com's commitment to our travelers and partners. We navigate complex challenges and turn potential risks into opportunities to strengthen trust in our brand. Join us in Tel Aviv to make a real, lasting impact on how people experience the world, all while growing your career in an inclusive and dynamic environment." – Itay Kirzner, CS Legal Support Advisor Team Lead

Role Description

As a Customer Service Legal Support Advisor - Hebrew, you will be at the forefront of protecting Booking.com's brand reputation and resolving complex legal issues that impact our travelers and partners. Operating from our Tel Aviv office, you will investigate high-risk claims, represent the company in small-claims court, collaborate closely with internal and external stakeholders, and use your expertise to deliver equitable, 'win-win' solutions. In this dynamic role, you will analyze trends and proactively manage cases to ensure we uphold our commitment to an exceptional customer experience. If you are a pragmatic problem solver with a passion for customer advocacy and compliance, we want you on our team.

Key Job Responsibilities And Duties

• Represent Booking.com in person during small-claims court proceedings in Israel.
• Ensure timely and professional case management of high-risk or complex claims and complaints arising from travelers or partners to prevent negative brand and financial impacts.
• Build and maintain strong stakeholder relationships by liaising with third parties (e.g., consumer unions, lawyers, and attorney general offices) acting on behalf of the customer.
• Work collaboratively with internal departments to conduct diligent investigations, obtain relevant information, and escalate issues when necessary.
• Take appropriate actions regarding fines, sanctions, invoice handling, and creating payments in line with procurement standards.
• Provide accurate, valid, and complete information while ensuring communications adhere strictly to privacy regulations.
• Serve as a subject matter expert, handling cases that deviate from standard procedures and analyzing data to identify trends that improve the overall customer experience.

• Important Note: Due to local court regulations in Israel regarding company representation in small-claims court, candidates must not possess a formal legal degree or have a professional legal background (e.g., licensed lawyers or attorneys).
• 1 - 3 years of relevant job knowledge or basic experience within a compliance or complex customer service environment.
• Fluency in Hebrew and English (verbal and written) with professional communication skills adapted to diverse audiences.
• Commercial awareness regarding legal expenses, brand protection, and financial risks.
• Deep knowledge of Customer Services, traveler/partner procedures, and internal policies (e.g., Terms & Conditions, GDPR, and Privacy regulations).
• Pragmatic problem-solving ability in complaint handling, capable of working under pressure to meet strict deadlines.
• High attention to detail, a strong 'One Team' mindset, and an openness to feedback and continuous self-development.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.