Senior Specialist, Premium Support (Italian/English)

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 Italian, 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 primarily be 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.

Key Responsibilities:

• Provide the highest level of service to our community in each and every case
• Interact with Airbnb customers and community members through all current and future channels
• Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached
• Become a subject matter expert in Airbnb policies and procedures
• Operate with little to no support from your leadership
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to 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
• 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
• Resolve user issues quickly and to a high level of mutual satisfaction
• Ability to multitask and handle multiple issues at the same time with efficiency and speed
• Leverage your functional operational knowledge to proactively support the team success
• Provide insights about community experience and continuous improvement opportunities to your Management
• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements

Requirements:

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry
• 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
• Ability to work weekend days and public holidays, as well as early morning / evening shifts
• Very good verbal and written communication skills for providing exceptional customer service
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Strong 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
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
• 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
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems
• Language proficiency in English and Italian (written and spoken)

Benefits:

• The base pay range for this role is €50,000-€58,000 EUR per year
• Eligible for bonus, equity, benefits, and Employee Travel Credits