Senior Specialist, Premium Support (English/Spanish)

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.

About the role

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 Spanish, spoken and written. This is a full-time remote position based in Nevada, USA.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers and internal stakeholders. You will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users.

Responsibilities

• Provide the highest level of service to our community in each and every case.
• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools.
• Take end-to-end ownership of all assigned cases, ensuring a complete final resolution is reached based on workflows, management guidelines, and your own assessment of the case situation.
• Become a subject matter expert in Airbnb policies and procedures.
• Operate with little to no support from your leadership.
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence.
• Negotiate and mediate between Host and Guest in resolving issues for high-stake and high-value reservations.
• Proactively anticipate user expectations regarding case resolution and work toward the best outcome for all parties involved, thinking outside the box and constantly looking for compromises.
• Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances.
• Multitask and handle multiple issues at the same time with efficiency and speed.
• Articulate a rationale and make decisions on when and how to make workflow exceptions.
• Personalize communications to users, demonstrating the highest hospitality standards.
• Leverage your functional operational knowledge to proactively support team success.
• Provide insights about community experience and continuous improvement opportunities to your management.
• Collaborate with management and leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment.
• Support management on initiatives as assigned, such as driving performance improvements, supporting consultations, and acting as a subject matter expert.
• Willing to take on various tasks and responsibilities as needed, including moving teams, and showing openness to new challenges and a proactive approach to work.
• Engage with internal and external stakeholders through effective relationship management and delivering results.
• Demonstrate flexibility, approachability, and integrity when resolving sensitive/complex issues, relying on management when in doubt.
• Be on-call to handle emergency situations in the evenings and weekends.
• Inspire a culture where quality is a core principle.

Requirements

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts.
• Hospitality experience is a plus, particularly working for technology platforms.
• Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days, public holidays, as well as early morning or evening shifts. Your schedule can change to meet business needs.
• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts and engaging with stakeholders.
• Active listening skills.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Able to assess risk accurately, understand the level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude toward embracing new challenges and adjusting to changing priorities and environments, capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Fluency in English and Spanish, spoken and written, is required.

Location

Due to the nature of this position, the successful applicant will need to be based in the State of Nevada and work remotely.

Pay

Pay Range: $82,000—$96,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.