Tech Stack

Description

You will provide exceptional end-to-end support to key members of the Airbnb community, including the Luxury segment, through phone, chat, and social channels. You'll take ownership of complex cases to ensure complete resolution while fostering strong relationships. This role requires flexibility to adapt to evolving business needs and shift schedules.

Requirements

• 3+ years of experience in multicultural customer service, preferably in hospitality.
• Experience with high-profile clientele is preferred.
• Prior experience using phone, messaging, or live chat to interact with customers.
• Experience engaging with executive-level stakeholders.
• Language proficiency in English and French (written and spoken).
• Ability to work weekends, public holidays, and early morning/evening shifts.
• Good computer skills including Apple/Mac OS, Google Suite, and CRM systems.

Responsibilities

• Provide front-line support via phone, live chat, messaging, and social platforms.
• Take end-to-end ownership of assigned cases, ensuring complete resolution.
• Personalize communications to demonstrate high hospitality standards.
• Handle emergency situations during evenings and weekends on-call.
• Engage with executive-level stakeholders to resolve conflicts.
• Identify opportunities to enhance the user experience.
• Help document ways of working and best practices.