Support Specialist, Premium Support

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 conne...

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Support Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and wr...

The Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Support Specialist, Premium Support you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You...

Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate
Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work 
Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: 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
Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success
Provide insights about community experience and continuous improvement opportunities to your Management
Help document ways of working, best practices, and the norms for your service(s) as requested by management
Provides technical/functional/SME to less experienced members of the team.
Shares ideas to improve processes and ways of working

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
Displays openness and approachability when resolving issues
Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
You are on-call to handle emergency situations in the evenings & weekends

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
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.
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
Active listening skills to understand guest needs and provide personalized recommendations and assistance.
Empathy and patience in dealing with customers, especially in high-pressure situations.
Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
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.
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude towards 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.
Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
Language proficiency in English and French, written and spoken, other languages are a plus.