# Senior Specialist, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Support
**Salary:** $82k – $96k/yr
**Experience:** 4+ years
**Skills:** Customer Service, Case Management, Conflict Resolution, Negotiation, Mediation, Crm Systems, Apple Macos, Google Workspace, Live Chat, Risk Assessment, Multitasking
**Posted:** 2026-08-18

> Provides autonomous, end-to-end resolution for complex, high-value reservation issues involving Airbnb guests and Hosts. The role requires 4+ years of multicultural customer service experience, strong judgment and communication skills, and fluency in English and Spanish.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/41708c0f-530f-442a-b8fd-c7fe2e4e3ca6
**Canonical:** https://hotfix.jobs/jobs/41708c0f-530f-442a-b8fd-c7fe2e4e3ca6