# Senior Specialist, Premium Support (Portuguese/English) **Company**: Airbnb **Location**: Canada **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $83,000-$88,000 CAD **Category**: Customer Support **Industry**: Hospitality **Wikidata**: https://www.wikidata.org/wiki/Q63327 **Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8091849?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_3c4243c8-f41 ## Description We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in Portuguese, spoken and written. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. Responsibilities: - Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation - Become a subject matter expert in Airbnb policies and procedures - Explain and simplify complex information, provide appropriate context, and address complex questions with confidence - Negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations - Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations - Set the gold standard for performance for the service, providing consistently 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 - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations - Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Support the simplification of complex processes and ways of working within the team - Support Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Support onboarding of new employees - Build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Inspire a culture where quality is a core principle. Requirements: - 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 - 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. - 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 and commitments - 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. - Experience engaging with executive-level stakeholders, 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 - Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools - Fluency in English and Portuguese, spoken and written is required. ## Skills ### Required - Customer Service - Communication - Problem-solving - Time Management - Adaptability - Fluency in English and Portuguese ### Nice to have - Hospitality experience - Experience with high-profile clientele - Prior experience using phone, messaging, or live chat --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8091849?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)