Support Specialist (Premium Support)

Join Airbnb as a Premium Support Specialist, where you'll provide exceptional customer service to our community, including the Luxury segment. You'll take ownership of cases, ensuring complete resolution while fostering strong relationships with users. Strong communication skills in English and French, problem-solving abilities, and customer service expertise are essential. Flexibility and adaptability are key, as the role may evolve based on business needs.

• Assurer un service client exceptionnel en prenant en charge la gestion de cas complexes et en garantissant une résolution complète.
• Interagir avec les clients d'Airbnb à travers divers canaux de communication, en fournissant un soutien personnalisé et en anticipant leurs besoins.
• Participer activement à l'amélioration continue des processus et des pratiques de l'équipe, en partageant des idées et en documentant les meilleures pratiques.
• The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Ability to adapt to new tasks and responsibilities as needed
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• 3+ 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
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Passion for delivering exceptional customer service and setting a high bar
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Language proficiency in English, written and spoken, other languages are a plus
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• 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
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders