Senior Specialist, Premium Support
New
A
AirbnbHospitality Technology
State of Nevada- Remote, Ability to work weekend days and public holidays, as well as early morning / evening shifts.Full-TimeSenior
Salary$82,000 — $96,000 USD
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Job Details
- Languages
- English and Spanish
- Experience
- 4+ years of relevant experience
- Required Skills
- NegotiationMultitaskingStakeholder managementGoogle WorkspaceCustomer support
Requirements
- 4+ years of relevant experience in multicultural customer service teams.
- Fluency in English and Spanish, both spoken and written.
- Experience engaging with executive-level stakeholders to resolve conflicts.
- Prior experience in the hospitality industry or technology platforms preferred.
- Strong communication, active listening, problem-solving, and negotiation skills.
- Ability to work weekend days, public holidays, and early morning/evening shifts.
- Proficiency with Apple/Mac OS and Google Suite.
- Familiarity with CRM systems and ability to quickly learn new tools.
- Ability to thrive in an ambiguous, fast-paced environment.
- High level of organizational, multitasking, and prioritization skills.
Responsibilities
- Provide the highest level of service to the community for complex cases.
- Interact with customers and community members through all communication channels.
- Take end-to-end ownership of assigned cases to ensure final resolution.
- Become a subject matter expert in Airbnb policies and procedures.
- Negotiate and mediate between hosts and guests for high-stake and high-value reservations.
- Provide personalized support to ensure unique user needs are met.
- Collaborate with management to identify process improvements and policy inconsistencies.
- Handle emergency situations during evenings and weekends.
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