Tech Stack

Description

You will provide end-to-end support to key members of the Airbnb community, including the Luxury segment, ensuring complete resolution of cases and fostering strong relationships. This is a full-time position based in Japan, requiring flexibility with shifts including weekends and holidays.

Requirements

• 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality
• Experience handling high-profile clientele preferred
• Prior experience using phone, messaging, or live chat to interact with users/customers
• Experience engaging with executive-level stakeholders
• Ability to work weekend days, public holidays, and early morning/evening shifts
• Excellent verbal and written communication skills in English and Japanese
• Active listening skills, empathy, and patience
• Strong organizational and multitasking abilities
• Proficiency with Apple/Mac OS, Google Suite, and CRM systems

Responsibilities

• Provide the highest level of service to Airbnb community through livechat, social platforms, messaging, and phone
• Take end-to-end ownership of assigned cases, ensuring complete resolution
• Proactively identify opportunities to enhance user experience and offer tailored solutions
• Personalize communications demonstrating hospitality standards
• Provide insights for continuous improvement and document best practices
• Engage with senior stakeholders and collaborate cross-functionally
• Handle emergency situations on-call during evenings and weekends