Specialist, Premium Support

Responsibilities

Complex Case Management

• Provide high-quality service to Airbnb community members in each case.
• Support customers and community members through live chat, social platforms, messaging, phone, and other channels.
• Own assigned cases end to end, ensuring complete resolution and escalating appropriately.
• Apply sound judgment, adapt workflows when necessary with management approval, and incorporate feedback from management and quality teams.
• Evaluate multiple perspectives and present options for addressing problems.
• Collaborate with senior stakeholders and cross-functional teams.

Personalized Customer Support

• Provide exceptional support to guests and Hosts, tailoring assistance to their needs and preferences.
• Manage a high volume of cases while maintaining interaction quality and resolution standards.
• Identify opportunities to enhance the user experience and offer tailored solutions and recommendations.
• Resolve issues efficiently and to a high level of mutual satisfaction.
• Personalize communications and demonstrate strong hospitality standards.

Team Improvement

• Share insights about community experiences and continuous-improvement opportunities.
• Document ways of working, best practices, and service norms.
• Provide technical, functional, and subject-matter expertise to less experienced team members.
• Suggest process and workflow improvements.
• Take on changing tasks and responsibilities, including potential movement between teams.

Stakeholder Engagement

• Build effective relationships with internal and external stakeholders and deliver results.
• Demonstrate flexibility, openness, and approachability when resolving issues.
• Understand functional drivers and their business impact.
• Participate in evening and weekend on-call coverage for emergencies.

Requirements

• 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
• Experience handling calls and customer or client contacts; experience with phone, messaging, or live chat is preferred.
• Hospitality experience, particularly with technology platforms, is a plus.
• Experience engaging executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
• Fluency in spoken and written English and French.
• Availability to work weekends, public holidays, and early-morning or evening shifts, with schedules subject to business needs.
• Strong verbal and written communication skills.
• Active listening, empathy, and patience, particularly in high-pressure situations.
• Ability to organize and prioritize a high volume of work, multitask, and follow prescribed schedules.
• Ability to thrive in ambiguous, fast-paced, and complex environments.
• Adaptability, proactivity, and openness to changing responsibilities and priorities.
• Good computer skills, including Apple/macOS and Google Suite.
• Familiarity with CRM systems and ability to learn new tools quickly.

Nice to Have

• Experience supporting high-profile or influential clientele.
• Additional language skills.

Compensation and Work Arrangement

• Remote role based in Ireland.
• Relocation support is available for candidates moving from other countries.
• Candidates must have the right to work in Ireland by the start date.
• Full-time position.
• Availability for emergency evening and weekend coverage is required.