# Senior Specialist, Premium Support (English/Spanish)

**Company**: Airbnb
**Location**: Nevada, US
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $82,000-$96,000 USD
**Category**: Customer Support
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8132178?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_76c8d451-41a

## 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 Spanish, spoken and written.

**The Difference You Will Make:** 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.

**A Typical Day:**

- Complex case management: 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

**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

- 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

**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

- Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements

**Stakeholder engagement:**

- You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

- Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues

- You are on-call to handle emergency situations in the evenings & weekends

**Your Expertise:**

- 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

- Demonstrated ability to explain complex ideas simply and clearly

**Requirements:**

- Excellent 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

- Fluency in English and Spanish, spoken and written is required

## Skills

### Required
- Customer Service
- Communication
- Problem-solving
- Time Management
- Multitasking
- Negotiation
- Mediation
- Analytical Thinking
- Adaptability
- Fluency in English and Spanish

### Nice to have
- Hospitality experience
- Experience with technology platforms
- Prior experience using phone, messaging, or live chat

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8132178?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)