Spécialiste au Support Premium
Core
Provide end-to-end premium customer support to Airbnb's key community members, including the Luxury segment, across all communication channels.
Role type
Senior Customer Support Specialist (Premium/Luxury)
Builds
High-touch customer experiences and resolutions for premium hosts and guests
Domain
Travel & Hospitality Technology
Deliverable
client delivery
Required skills
Complex case management, multi-channel communication (chat, social, messaging, phone), end-to-end case ownership, executive stakeholder engagement, proactive process improvement, high-volume handling, conflict resolution, hospitality standards
Preferred skills
Hotel industry experience, experience with high-net-worth clientele, phone/chat/live chat experience
Technologies
Apple/Mac OS, Google Suite, CRM systems
Responsibilities
Manage complex cases for premium members, interact with clients via all current and future channels, ensure complete resolution of assigned cases, collaborate with executive stakeholders, improve user experience proactively, resolve problems quickly with high mutual satisfaction, customize communications, support team documentation and best practices, handle urgent situations outside standard hours
Seniority
Mid-Senior, hands-on IC