Senior Specialist, Premium Support – English/Spanish

This is a fully remote position, open to applicants in Nevada.

📋 Description

• Deliver comprehensive support to key members of the Airbnb community facing reservation challenges, including users from the Luxury segment.

• Engage with Airbnb customers and community members through both current and future communication channels.

• Assume ownership of assigned cases until a complete resolution is achieved.

• Develop expertise in Airbnb's policies and procedures.

• Simplify and clarify complex information while addressing intricate inquiries.

• Facilitate negotiations and mediation between Hosts and Guests for high-stakes and high-value reservations.

• Anticipate user needs and strive for optimal outcomes and compromises.

• Quickly resolve user issues while taking into account the context and circumstances.

• Efficiently manage multiple issues simultaneously.

• Make determinations regarding workflow exceptions and clearly articulate the reasoning behind these decisions.

• Tailor communications to align with hospitality standards.

• Provide management with insights from the community experience and opportunities for continuous improvement.

• Collaborate with management and leadership to pinpoint inconsistencies in processes and policies, offering recommendations for enhancements.

• Support management initiatives, performance enhancements, consultations, and activities as a subject matter expert.

• Adapt to changing tasks and responsibilities, including team transitions.

• Handle sensitive and complex issues with flexibility, approachability, and integrity.

• Manage emergency situations on call during evenings and weekends.

• Foster a culture where quality is a fundamental principle.

⛳️ Requirements

• A minimum of 4 years of relevant experience in multicultural customer service teams.

• Ideally, experience within the hospitality industry, particularly with high-profile and influential clients.

• Proven experience in making calls and managing customer/client interactions.

• Experience in engaging with executive-level stakeholders to efficiently resolve conflicts.

• Capability to convey complex ideas in a simple and clear manner.

• Availability to work on weekends, public holidays, and during early morning/evening shifts.

• Exceptional verbal and written communication skills.

• Proficient active listening abilities.

• Demonstrated empathy and patience in high-pressure scenarios.

• Strong organizational skills with an emphasis on prioritization, multitasking, attention to detail, and goal attainment.

• Ability to thrive in ambiguous, fast-paced, and complex environments.

• Competence in assessing risk, determining urgency, exercising judgment, and sharing relevant information with stakeholders, including Executives.

• Flexibility to adapt to new tasks, responsibilities, priorities, and environments.

• Advanced computer skills including proficiency in Apple/Mac OS and Google Suite.

• Familiarity with CRM systems and the ability to quickly learn new tools.

• Fluency in English and Spanish, both spoken and written, is required.

• Must reside in the State of Nevada, United States.

🏝️ Benefits

• Eligibility for bonus opportunities.

• Eligibility for equity participation.

• Comprehensive benefits package.

• Employee Travel Credits.

• Disability-inclusive application and interview process.

• Reasonable accommodations available for candidates with disabilities.