Senior Support Specialist (Premium Support)

Join Airbnb as a Senior Support Specialist in Premium Support. In this role, you will provide exceptional customer service to key members of our community, manage complex cases, and build strong relationships with users. You will need strong communication skills, problem-solving abilities, and customer service expertise. Flexibility and adaptability are essential, as responsibilities may change based on business needs.

• Assurer un service client exceptionnel en fournissant un soutien complet aux membres clés de la communauté Airbnb, en particulier dans le segment de luxe.
• Gérer de manière autonome des cas complexes, en prenant la responsabilité de la résolution complète et en établissant des relations solides avec les utilisateurs.
• Devenir un expert en matière de politiques et de procédures Airbnb, en expliquant et en simplifiant des informations complexes.

• The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English, spoken and written
• The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Empathy and patience in dealing with customers, especially in high-pressure situations
• World class interpersonal and communication skills, both written and spoken, including conflict resolution
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• 6+ 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
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Fluency in English, spoken and written is required
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• 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
• 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
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Ability to adapt to new tasks and responsibilities as needed
• Passion for delivering exceptional customer service and setting a high bar
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Active listening skills
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly