Specialist, Premium Support
Core
Provide end-to-end premium customer support to key Airbnb community members, including the Luxury segment, via livechat, social platforms, messaging, and phone.
Role type
Senior Customer Service Specialist (Premium Support)
Builds
Resolved customer cases and high-quality support interactions for the Airbnb platform
Domain
Travel & Hospitality Technology
Deliverable
client delivery
Required skills
Multicultural customer service, complex case management, conflict resolution, stakeholder engagement, active listening, empathy, adaptability, on-call availability
Preferred skills
Hospitality industry experience, technology platform support experience, executive-level stakeholder engagement, phone/livechat/messaging support experience
Technologies
Livechat, social platforms, messaging tools, phone systems
Responsibilities
Interact with customers across multiple channels to resolve complex cases; take ownership of cases to ensure final resolution; escalate issues to other teams when appropriate; provide personalized support to guests and hosts; document best practices and share insights for team improvement; engage with senior stakeholders to resolve conflicts; handle emergency situations during evenings and weekends.
Seniority
Mid-Senior, hands-on IC