Support Specialist – Premium, English/French

🕒 June 24

🇮🇪 Ireland – Remote

💵 €45k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 45%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 exceptional customer service support to Airbnb's community in English and French • Manage complex cases end-to-end and ensure complete final resolution or settlement • Interact with customers and community members through live chat, social platforms, messaging, phone, and other channels • Escalate cases accurately to other teams when appropriate • Provide personalized, exceptional support to guests and Hosts, including key members and the Luxury segment • Anticipate user needs and offer tailored solutions and recommendations • Resolve user issues quickly while maintaining high hospitality standards • Provide management with insights on community experience and continuous improvement opportunities • Document ways of working, best practices, and service norms • Provide technical, functional, and subject-matter expertise to less experienced team members • Share ideas to improve processes and ways of working • Engage with senior stakeholders and collaborate cross-functionally • Be on-call for emergency situations in evenings and weekends • Remain flexible to move between Community Support teams and assume changing responsibilities as business needs evolve

🎯 Requirements

• Must have the right to work in Ireland by the start date • Fluent in both English and French, with advanced proficiency in spoken and written communication in both languages • 3+ years of relevant experience in multicultural customer service teams • Experience in hospitality is preferred; high-profile and influential clientele experience preferred • Experience using phone, messaging, or live chat to interact with users/customers preferred • Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas clearly • Ability to work weekend days, public holidays, early morning shifts, and evening shifts; schedule may change according to business needs • Very good verbal and written communication skills • Active listening skills • Ability to organize high volumes of work, multitask, prioritize, and work within prescribed schedules • Ability to thrive in an ambiguous, fast-paced, and complex environment • Ability to adapt to new tasks and responsibilities and move to a new team • Good computer skills, including Apple/Mac OS and Google Suite • Familiarity with CRM systems and ability to quickly learn new tools • Language proficiency in English and French, written and spoken

🏖️ Benefits

• Relocation support for candidates moving from other countries • Eligible for bonus • Eligible for equity • Benefits eligibility • Employee Travel Credits • Reasonable accommodations throughout the recruitment process

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