Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and Spanish, spoken and written. This is a full time position based in Canada or the US. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. A 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. As 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. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day

• Provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support
• Interact directly with customers and internal stakeholders
• Provide end-to-end support to key members of the community experiencing issues with reservations, including the Luxury segment
• Take ownership of cases, ensuring complete resolution and fostering strong relationships with users
• Assess cases and find solutions for Hosts, Users, and internal stakeholders
• Work with strong autonomy and flexibility, potentially moving to different teams or responsibilities
• Manage complex cases: Provide the highest level of service in each case
• Interact with customers and community members through all channels
• Take end-to-end ownership of assigned cases ensuring complete resolution based on workflows, guidelines, and assessment
• Become a subject matter expert in Airbnb policies and procedures
• Operate with little to no support from leadership
• Explain and simplify complex information, provide context, and address complex questions with confidence
• Negotiate and mediate between Host and Guest on high-stake and high-value reservations
• Proactively anticipate user expectations and work towards the best outcome, thinking outside the box
• Provide personalized and exceptional customer support to guests and Hosts, meeting unique needs with high care
• Resolve user issues quickly to high mutual satisfaction, considering context
• Multitask and handle multiple issues efficiently
• Articulate rationale and make decisions on workflow exceptions
• Personalize communications demonstrating high hospitality standards
• Provide insights about community experience and improvement opportunities to Management
• Collaborate with management to identify process and policy inconsistencies and recommend improvements
• Support Management on initiatives such as performance improvements, consultations, acting as subject matter expert
• Take on various tasks and responsibilities as needed, including moving teams
• Demonstrate flexibility, approachability, and integrity in resolving sensitive/complex issues
• Handle emergency situations on-call in evenings and weekends
• Inspire a culture where quality is a core principle

Your Expertise

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
• Experience 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
• Demonstrated ability to explain complex ideas simply and clearly
• Ability to work weekend days and public holidays, as well as early morning / evening shifts
• Schedule can change to meet business needs
• Fluency in English and Spanish, spoken and written is required

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$80,000—$95,000 USD