Senior Specialist, Premium Support – English/Spanish

🔥 0 minutes ago

🎰 Nevada – Remote

🎰 Nevada – Remote

💵 $82k - $96k / year

⏰ Full Time

🟠 Senior

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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 reservation issues, including Luxury segment users • Interact with Airbnb customers and community members through current and future channels • Take ownership of assigned cases through complete final resolution • Become a subject matter expert in Airbnb policies and procedures • Explain and simplify complex information and address complex questions • Negotiate and mediate between Hosts and Guests on high-stakes and high-value reservations • Anticipate user expectations and seek the best outcomes and compromises • Resolve user issues quickly while considering context and circumstances • Multitask across multiple issues efficiently • Make decisions about workflow exceptions and articulate the rationale • Personalize communications according to hospitality standards • Provide management with community-experience insights and continuous-improvement opportunities • Collaborate with management and leadership to identify process and policy inconsistencies and recommend improvements • Support management initiatives, performance improvements, consultations, and subject-matter-expert activities • Take on changing tasks and responsibilities, including moving teams • Manage sensitive and complex issues with flexibility, approachability, and integrity • Handle emergency situations on call during evenings and weekends • Inspire a culture where quality is a core principle

🎯 Requirements

• 4+ years of relevant experience in multicultural customer service teams • Preferably hospitality-industry experience, especially with high-profile and influential clientele • Experience making calls and handling customer/client contacts • Experience engaging executive-level stakeholders to resolve conflicts effectively and promptly • Ability to explain complex ideas simply and clearly • Ability to work weekend days, public holidays, and early morning/evening shifts • Excellent verbal and written communication skills • Active listening skills • Empathy and patience in high-pressure situations • Strong organizational skills, prioritization, multitasking, attention to detail, and goal achievement • Ability to thrive in ambiguous, fast-paced, and complex environments • Ability to assess risk, determine urgency, exercise judgment, and share pertinent information with stakeholders including Executives • Ability to adapt to new tasks, responsibilities, priorities, and environments • Advanced computer skills including Apple/Mac OS and Google Suite • Familiarity with CRM systems and ability to quickly learn new tools • Fluency in English and Spanish, spoken and written, is required • Must be based in the State of Nevada, United States

🏖️ Benefits

• Eligible for bonus • Eligible for equity • Benefits • Employee Travel Credits • Disability-inclusive application and interview process • Reasonable accommodation for candidates with disabilities