Senior Support Specialist, Premium

The role

You will deliver bespoke customer support to high-end guests and Hosts. You will manage complex, high-stakes cases through live chat, social platforms, messaging, and phone.

What you will do

• Deliver bespoke, high-quality customer support for high-end customers.
• Take complete ownership of complex and high-stakes cases.
• Interact with guests and Hosts through live chat, social platforms, messaging, and phone.
• Manage high volumes of cases while maintaining personalized service.
• Provide feedback and insights on community experience and improvement opportunities.
• Offer technical, functional, or subject-matter guidance to less experienced team members.
• Build trust with internal and external stakeholders.
• Anticipate customer needs and proactively suggest solutions.

Required qualifications

• 7+ years of relevant experience in multicultural customer service teams.
• Experience in roles involving calls and customer/client contacts.
• Graduate degree or above.
• Prior experience using phone, messaging, or live chat to interact with users/customers.
• Experience engaging with executive-level stakeholders to resolve conflicts.
• Ability and willingness to work weekends, public holidays, and evening shifts.
• Proficiency with Apple/Mac OS, Google Suite, and CRM systems.
• Proficiency in English.

Nice to have

• Experience in hospitality and premium support (Apple, Amex (David Jones), Amazon premium support, Ritz Carlton is a plus).
• Hospitality experience, particularly with technology platforms.
• Additional languages.

Benefits

• Bonus or incentives
• One or more equity programs
• Benefits
• Employee Travel Credits

About the company

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