Senior Specialist, Premium Support (English/Spanish)

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