Premium Hospitality & Resolution Senior Specialist - Remote

Overview

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 in French, spoken and written.

In Short

• Provide end-to-end support to key members of our community experiencing issues with their reservations.
• Take ownership of cases, ensuring complete resolution.
• Interact with Airbnb customers and community members through various channels.
• Become a subject matter expert in Airbnb policies and procedures.
• Manage highly sensitive cases and work cross-functionally.
• Provide personalized and exceptional customer support.
• Support team improvement initiatives and onboarding of new employees.
• Build and maintain strategic partnerships to achieve team goals.
• Handle emergency situations as needed.
• Demonstrate flexibility and integrity in resolving issues.

Requirements

• 5+ years of experience in multicultural customer service teams.
• Hospitality experience is a plus.
• Strong interpersonal and communication skills.
• Ability to work flexible hours, including weekends and holidays.
• Experience engaging with executive-level stakeholders.
• Proficient in English and French, spoken and written.
• Excellent organizational skills and attention to detail.
• Ability to thrive in a fast-paced environment.
• Proactive attitude towards new challenges.
• Advanced computer skills, including familiarity with CRM systems.

Benefits

• Opportunity to work in a dynamic and inclusive environment.
• Professional development and growth opportunities.
• Engagement with a diverse team.
• Flexible working arrangements.
• Supportive company culture focused on innovation.