Support Specialist, Premium (English/French)

The role

You will provide end-to-end customer service support to key community members, including the Luxury segment. You will manage complex cases through various channels and collaborate with stakeholders to resolve issues.

What you will do

• Provide end-to-end support to key community members
• Interact with customers through livechat, social platforms, messaging, and phone
• Take ownership of assigned cases to reach complete resolution
• Escalate cases accurately to other teams
• Provide personalized customer support to guests and Hosts
• Provide insights about community experience to Management
• Help document ways of working and best practices
• Provide technical and functional support to less experienced team members
• Handle emergency situations while on-call

Required qualifications

• 3+ years of relevant experience in multicultural customer service teams
• Experience engaging with executive-level stakeholders to resolve conflicts
• Fluent in both English and French (spoken and written)
• Ability to work weekend days and public holidays
• Ability to work early morning and evening shifts
• Ability to work within prescribed schedules including breaks, lunches, and training time
• Good computer skills including Apple/Mac OS and Google Suite
• Familiarity with CRM systems

Nice to have

• Experience in the hospitality industry
• Experience with high-profile and influential clientele
• Experience working for technology platforms
• Prior experience using phone, messaging, or live chat to interact with users/customers
• Other languages

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Before you apply

• Candidates must have the right to work in Ireland by the start date
• Relocation support is available for candidates moving from other countries

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who welcome over 2 billion guest arrivals in almost every country across the globe.