Support Specialist, Premium Support
Core
Provide end-to-end premium customer support to key community members, including the Luxury segment, via livechat, phone, and messaging.
Role type
Senior IC customer support specialist (premium/luxury)
Builds
Customer trust and resolution for high-value Airbnb users
Domain
Travel & Hospitality
Deliverable
client delivery
Required skills
Multicultural customer service, conflict resolution, stakeholder engagement, complex case management, active listening, empathy, multitasking, CRM proficiency
Preferred skills
Hospitality industry experience, executive-level stakeholder interaction, high-profile clientele handling
Technologies
Apple/Mac OS, Google Suite, CRM systems
Responsibilities
Manage complex cases from start to finish, interact with customers across multiple channels, escalate issues appropriately, provide personalized support to luxury guests, document best practices, engage with senior stakeholders, handle on-call emergencies
Seniority
Mid-Senior, hands-on IC