Senior Premium Support Specialist

Vaga não está no LinkedIn

🕒 Agosto 5

🇨🇦 Canadá – Remoto

💵 $83.000 - $88.000 / ano

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 16%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Airbnb

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

✈️ Turismo

📦 Logística

🛍️ Comércio Eletrônico

💰 Post-IPO Equity em 2020-12

Travel • Logistics • eCommerce

O Airbnb é um marketplace online global que conecta pessoas em busca de hospedagem a anfitriões que oferecem opções de estadia únicas e diversas, muitas vezes em propriedades residenciais. Os usuários podem reservar espaços que vão de apartamentos de um quarto a casas inteiras e hotéis boutique. O Airbnb também oferece Experiências, permitindo que hóspedes reservem atividades oferecidas por moradores locais, proporcionando uma experiência de viagem autêntica.

Descrição

• Provide end-to-end support to key Airbnb community members experiencing booking-related issues, including in the luxury segment • Manage complex, serious, urgent, and highly sensitive cases through to full resolution • Interact with customers and Airbnb community members across current and future channels • Explain and simplify complex information and respond to complex questions • Negotiate and act as a mediator between hosts and guests to resolve issues involving high-stakes reservations • Work cross-functionally with Legal, Policy, and other teams • Provide leadership with insights on community experience and opportunities for continuous improvement • Support the streamlining of team processes and ways of working • Support leadership initiatives, including performance improvement and consultations • Support onboarding of new employees • Establish and maintain strategic partnerships with stakeholders • Be available on-call to manage emergency situations in the evenings and on weekends

🎯 Requisitos

• 6 or more years of relevant experience within multicultural customer service/support teams, ideally in hospitality • Experience supporting high-profile or influential customers is an asset • Experience in hospitality, particularly within technology platforms, is an asset • Experience using phone, messaging, or live chat to interact with customers is preferred • Experience working with executive-level stakeholders and resolving conflicts in a detailed, effective, and timely manner • Demonstrated ability to explain complex ideas simply and clearly • Availability to work weekends, public holidays, and early morning or evening shifts; schedule may change based on business needs • World-class interpersonal and communication skills, both verbal and written, including conflict resolution • Active listening skills • Empathy and patience in customer interactions • Excellent organizational skills, including prioritization, multitasking, attention to detail, and achieving targets • Ability to work in an ambiguous, fast-paced, and complex environment • Ability to adapt to new tasks, responsibilities, teams, and changing priorities • Ability to assess risk, understand urgency, exercise judgment, and communicate relevant information • Advanced computer skills with Apple/Mac OS and Google Workspace • Familiarity with CRM (customer relationship management) systems • Fluent spoken and written English required

🏖️ Benefícios

• Remote work in Canada • Occasional work from an Airbnb office or participation in company events, as agreed with the manager • Potential for bonus • Equity compensation possible • Benefits • Employee travel credits • Inclusive application and interview process • Reasonable accommodations for applicants with disabilities