Senior Premium Support Specialist

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🔥 33 minutes ago

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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