Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Spanish, spoken and written.
The Difference You Will Make:
The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Spanish, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
A Typical Day:
The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
Complex case management: Provide the highest level of service to our community in each and every case
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
- Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate
- Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
- Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
- Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
- Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
- Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
- Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
- Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
- Personalize communications to users, demonstrating the highest hospitality standards
Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success
- Provide insights about community experience and continuous improvement opportunities to your Management
- Help document ways of working, best practices, and the norms for your service(s) as requested by management
- Provides technical/functional/SME to less experienced members of the team.
- Shares ideas to improve processes and ways of working
- Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
- Displays flexibility, openness and approachability when resolving issues
- Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
- You are on-call to handle emergency situations in the evenings & weekends
Your Expertise:
- 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
- Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
- Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
- Active listening skills to understand guest needs and provide personalized recommendations and assistance.
- Empathy and patience in dealing with customers, especially in high-pressure situations.
- Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
- Passion for delivering exceptional customer service and setting a high bar.
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
- Ability to adapt to new tasks and responsibilities as needed.
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
- Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
- Language proficiency in English and Spanish, written and spoken, other languages are a plus.
The Community You Will Join:
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and Spanish, spoken and written. This is a full time position based in Ireland.
The Difference You Will Make:
The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.
A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
A Typical Day:
The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
Complex case management: Provide the highest level of service to our community in each and every case
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
- Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
- Become a subject matter expert in Airbnb policies and procedures
- Operate with little to no support from your leadership
- Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
- Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
- Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
- Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances.
- Ability to multitask and handle multiple issues at the same time with efficiency and speed.
- Ability to articulate a rationale and make decisions on when and how to make workflow exceptions.
- Personalize communications to users, demonstrating the highest hospitality standards.
Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success
- Provide insights about community experience and continuous improvement opportunities to your Management
- Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
- May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
- Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
- Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt.
- You are on-call to handle emergency situations in the evenings & weekends.
- Inspire a culture where quality is a core principle.
Your Expertise:
- 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
- Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
- Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
- Active listening skills.
- Empathy and patience in dealing with customers, especially in high-pressure situations.
- Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments.
- Passion for delivering exceptional customer service and setting a high bar.
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
- Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives.
- Ability to adapt to new tasks and responsibilities as needed.
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
- Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
- Language proficiency in English and Spanish, written and spoken, other languages are a plus.
Your Location:
Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work, preferably from British Columbia. Currently, employees can be located in: British Colombia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.