Senior Specialist, Premium Support

Responsibilities

• Provide exceptional customer service support to Airbnb guests, Hosts, and internal stakeholders, primarily for complex, high-stakes, and high-value reservations.
• Take end-to-end ownership of assigned cases and drive them to complete resolution using workflows, management guidelines, and sound judgment.
• Interact with customers and community members through phone, messaging, live chat, and other current or future channels.
• Become a subject matter expert in Airbnb policies and procedures.
• Operate autonomously while explaining complex information clearly and confidently.
• Negotiate and mediate between Hosts and guests to resolve issues.
• Anticipate user expectations, identify appropriate compromises, and pursue the best outcome for all parties.
• Deliver personalized, efficient, and high-quality support while handling multiple issues simultaneously.
• Determine when workflow exceptions are appropriate and articulate the rationale for decisions.
• Provide management with insights into community experience and continuous-improvement opportunities.
• Identify process and policy inconsistencies and recommend improvements for the dedicated user segment.
• Support management initiatives, performance improvements, consultations, and subject-matter-expert activities.
• Handle emergency situations during evening and weekend on-call coverage.
• Work weekend days, public holidays, and early morning or evening shifts as business needs require.

Requirements

• 4+ years of relevant experience in multicultural customer service teams; hospitality experience is preferred.
• Experience handling customer or client contacts by phone, messaging, or live chat.
• Experience engaging executive-level stakeholders to resolve conflicts effectively and promptly.
• Excellent verbal and written communication skills in English and Spanish.
• Active listening, empathy, and patience, especially in high-pressure situations.
• Strong organization, prioritization, multitasking, attention to detail, and follow-through.
• Ability to assess risk and urgency, exercise sound judgment, and communicate pertinent information to stakeholders, including executives.
• Ability to thrive in ambiguous, fast-paced, and complex environments.
• Flexibility to take on evolving responsibilities and potentially move between teams.
• Advanced computer skills, including Apple/Mac OS and Google Suite.
• Familiarity with CRM systems and ability to learn new tools quickly.

Nice to Have

• Hospitality experience with a technology platform.
• Experience supporting high-profile or influential clientele.

Compensation

• Annual salary: $82,000–$96,000.