Support Specialist, Premium Support

Airbnb

Contract type

Ongoing

Work mode

On-site · On-site (see listing for address)

Experience

3 years

Job description

Provide end-to-end support to key members of the Airbnb community, including the Luxury segment
Take ownership of complex cases, ensuring complete resolution and fostering strong relationships with users
Interact with customers and community members through livechat, social platforms, messaging, and phone
Escalate cases accurately to other teams when appropriate
Demonstrate ownership mentality and good judgment, adapting workflows only with management approval
Be receptive to feedback from Management and Quality, quickly adopting behaviors to improve work quality
Evaluate multiple perspectives and present options for addressing problems
Collaborate cross-functionally and engage with senior stakeholders with management support
Provide personalized, high-quality customer support to guests and Hosts
Handle a larger volume of cases without negatively impacting quality
Proactively identify opportunities to enhance user experience and offer tailored solutions
Company mission
Information not specified

Full-time position based in Ireland
Strong communication skills in English and French, spoken and written
Problem-solving abilities and customer service expertise
Adaptable and responsive in a fast-paced environment, sometimes under pressure
Flexible, proactive, resourceful, efficient, and professional with confidentiality
Open to role evolution and flexibility to move to different teams within Community Support
Information not specified
CRM