[Hiring] Support Specialist, Premium @Airbnb

Role Description

This is a remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries. You must be fluent in both English and French as you will be supporting cases in both languages, with advanced proficiency in spoken and written communication in both languages.

The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. This is a full-time position based in Ireland.

The Difference You Will Make:

• Interact directly with both customers & internal stakeholders.
• Provide end-to-end support to key members of our community, including the Luxury segment.
• Take ownership of cases, ensuring complete resolution while fostering strong relationships with users.
• Demonstrate strong communication skills in English and French, problem-solving abilities, and customer service expertise.
• Be adaptable and responsive in a fast-paced environment, demonstrating professionalism and confidentiality.
• Be open to evolving roles based on business needs.

A Typical Day:

• Complex case management: Provide the highest level of service to our community in each case.
• Interact with Airbnb customers through various channels, including live chat, social platforms, and phone.
• Take end-to-end ownership of all assigned cases, ensuring complete resolution.
• Demonstrate ownership mentality & good judgment.
• Be receptive to feedback from Management and Quality.
• Evaluate and present multiple options for addressing problems.
• Engage with senior stakeholders and collaborate cross-functionally.
• Provide personalized and exceptional customer support.
• Handle a larger volume of cases without negatively impacting quality.
• Anticipate and identify opportunities to enhance user experience.
• Resolve user issues quickly and satisfactorily.
• Personalize communications to users, demonstrating hospitality standards.
• Provide insights about community experience and continuous improvement opportunities.
• Document best practices and norms for services.
• Provide technical support to less experienced team members.
• Take on various tasks and responsibilities as needed.
• Display flexibility and approachability when resolving issues.
• Handle emergency situations in the evenings & weekends.

Qualifications

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry.
• Experience with high-profile and influential clientele is preferred.
• Hospitality experience, particularly with technology platforms, is a plus.
• Experience using phone, messaging, or live chat to interact with users/customers.
• Very good verbal and written communication skills.
• Active listening skills to understand guest needs.
• Empathy and patience in dealing with customers.
• Ability to organize a high volume of work, multitask & prioritize.
• Passion for delivering exceptional customer service.
• Ability to thrive in an ambiguous, fast-paced environment.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems.
• Language proficiency in English and French, written and spoken.

Requirements

• Ability to work weekend days and public holidays, as well as early morning/evening shifts.
• Proactive attitude towards embracing new challenges.
• Capable of adjusting to evolving roles and job duties.

Benefits

• Base pay range: €45,000 - €45,000 EUR.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

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

We strive to provide a disability-inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation, please contact us.