[Hiring] Senior Support Specialist @Airbnb

Role Description

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

The Senior Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. 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. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Support Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Qualifications

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner.
• Hospitality experience is a plus, particularly working for technology platforms.
• Fluency in English, spoken and written is required.

Requirements

• 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.
• Become a subject matter expert in Airbnb policies and procedures.
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence.
• Ability to negotiate & mediate between Host & Guest in resolving issues.
• Proactively anticipate users' expectations regarding case resolution.
• Manage highly sensitive cases end to end.
• Operate in full autonomy, making decisions to resolve customer issues.
• Drive cases to conclusion with a sense of urgency and without error.
• Participate in team improvement and provide insights about community experience.
• Support onboarding of new employees.
• Build and maintain strategic partnerships to achieve team or functional goals.
• Handle emergency situations in the evenings & weekends.

Benefits

• Base pay range: $83,000 — $88,000 CAD.
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

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 connect with communities in a more authentic way.

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions.