Senior Specialist, Premium Support (Portuguese)

5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry. Experience with high-profile and influential clientele is preferred. Experience making calls and handling customer/client contacts. Hospitality experience is a plus, particularly with 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 effectively. Demonstrated ability to explain complex ideas simply and clearly. Ability to work weekend days, public holidays, and varying shifts. World class interpersonal and communication skills, both written and spoken, including conflict resolution. Active listening skills. Empathy and patience in dealing with customers, especially in high-pressure situations. Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals. Passion for delivering exceptional customer service. Ability to thrive in an ambiguous, fast-paced, and complex environment. Ability to adapt to new tasks and responsibilities. Proactive attitude towards embracing new challenges and adjusting to changing priorities. Capable of adjusting to evolving roles and job duties with openness and flexibility. Able to assess risk accurately, understand level of urgency, exercise good judgment. Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems. Ability to quickly learn new tools. Language proficiency in English and Portuguese, spoken and written, is required.

Provide end-to-end support for community members with reservation issues, including the Luxury segment. Take ownership of cases to ensure complete resolution. Foster strong relationships with users. Handle the service’s most severe and urgent cases. Interact with Airbnb customers and community members through various channels. Become a subject matter expert in Airbnb policies and procedures. Explain and simplify complex information. Negotiate and mediate between Hosts and Guests. Proactively anticipate user expectations and work towards the best outcome. Manage highly sensitive cases end to end, potentially cross-functionally with Legal and Policy. Operate in full autonomy to resolve customer issues. Provide consistently personalized and exceptional customer support. Personalize communications and demonstrate high hospitality standards. Drive cases to conclusion with urgency and accuracy. Provide insights on community experience and continuous improvement opportunities. Support the simplification of complex processes. Support management on initiatives, performance improvements, and consultations. Support onboarding of new employees. Be a positive force in the team and help drive changes. Build and maintain strategic partnerships. Be on-call to handle emergency situations in evenings and weekends.