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. This is a remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries. You must be fluent in both English and Italian, with advanced proficiency in spoken and written communication in both languages. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Italian, spoken and written. This is a full time position based in Ireland.  The Difference You Will Make: The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and German, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. 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 end-to-end support to key members of the community, including the Luxury segment
• Take ownership of cases, ensuring complete resolution and fostering strong relationships with users
• Interact with customers and community members through channels like livechat, social platforms, messaging, and phone
• Escalate cases accurately to other teams when appropriate
• Demonstrate ownership mentality, good judgment, and adaptability to workflows with management approval
• Be receptive to feedback and adopt behaviors to improve work quality
• Evaluate and present multiple options for addressing problems
• Engage with senior stakeholders and collaborate cross-functionally with management help
• Handle a larger volume of cases without impacting quality
• Proactively anticipate opportunities to enhance user experience and offer tailored solutions
• Resolve user issues quickly to high satisfaction, personalizing communications
• Provide insights on community experience and improvement opportunities to management
• Document ways of working, best practices, and norms as requested
• Provide technical/functional/SME support to less experienced team members
• Share ideas to improve processes and ways of working
• Take on various tasks and responsibilities as needed, including moving teams
• Build trust with internal and external stakeholders through relationship management and results
• Handle emergency situations on-call in evenings and weekends

Your Expertise

• 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality
• Experience with high-profile and influential clientele preferred
• Experience making calls and handling customer/client contacts
• Hospitality experience, especially with technology platforms, is a plus
• Prior experience using phone, messaging, or live chat to interact with users/customers preferred
• Experience engaging with executive-level stakeholders to resolve conflicts effectively
• Ability to work weekend days, public holidays, early mornings, and evening shifts
• Schedule flexibility to meet business needs
• Right to work in Ireland by start date
• Fluent in English and Italian with advanced proficiency in spoken and written communication

Benefits

• Relocation support for candidates moving from other countries
• Bonus eligibility
• Equity eligibility
• Benefits
• Employee Travel Credits

How We'll Take Care of You

€40.000—€48.000 EUR