Tech Stack

Description

As a Senior Specialist, Premium Support at Airbnb, you will provide end-to-end support to key community members, including the Luxury segment, handling complex cases and ensuring complete resolution. You will work autonomously, mediate between hosts and guests, and manage high-stakes reservations, fostering strong relationships along the way.

Requirements

• 5+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
• Experience with high-profile clientele preferred.
• Hospitality experience, especially with technology platforms, is a plus.
• Prior experience using phone, messaging, or live chat to interact with users.
• Experience engaging with executive-level stakeholders to resolve conflicts.
• Ability to work weekend days, public holidays, early morning/evening shifts.
• World-class interpersonal and communication skills, including conflict resolution.
• Language proficiency in Korean and English, spoken and written.
• Active listening skills and empathy.
• Excellent organizational skills including prioritization and attention to detail.
• Passion for delivering exceptional customer service.
• Ability to thrive in an ambiguous, fast-paced environment.
• Ability to adapt to new tasks and responsibilities.
• Proactive attitude towards new challenges.
• Advanced computer skills including Apple/Mac OS, Google Suite, and CRM systems.

Responsibilities

• Provide the highest level of service to the Airbnb community, including handling severe and urgent cases.
• Interact with customers through all current and future channels.
• Take end-to-end ownership of assigned cases, ensuring complete resolution.
• Become a subject matter expert in Airbnb policies and procedures.
• Explain and simplify complex information, and address complex questions with confidence.
• Negotiate and mediate between host and guest on high-stake, high-value reservations.
• Proactively anticipate user expectations and work towards the best outcome.
• Manage highly sensitive cases end to end, including cross-functional work with Legal, Policy, etc.
• Operate with full autonomy, making decisions to follow or go outside workflows.
• Set the gold standard for performance with personalized customer support.
• Drive cases to conclusion with urgency and strong judgment.
• Leverage operational knowledge to lead the team to succeed.
• Provide insights about community experience and improvement opportunities.
• Support simplification of complex processes within the team.
• Support management on initiatives and onboarding of new employees.
• Be a positive force and help drive changes with minimal friction.
• Take on various tasks and responsibilities, including moving teams.
• Build and maintain strategic partnerships to achieve team goals.
• Demonstrate flexibility, approachability, and integrity when resolving issues.
• Write clearly, translating complex ideas to multiple audiences.
• Be on-call for emergency situations evenings and weekends.
• Inspire a culture where quality is a core principle.