Tech Stack

Description

You will provide exceptional customer service to Airbnb's community, including the Luxury segment, handling complex cases end-to-end through various channels like livechat, phone, and messaging. You will foster strong relationships with users and internal stakeholders while ensuring complete resolution and a high-quality experience.

Requirements

• 3+ years experience in multicultural customer service teams, preferably hospitality
• Experience handling calls and customer contacts
• Experience with high-profile clientele preferred
• Prior experience using phone, messaging, or live chat
• Ability to work weekend days, public holidays, and early morning/evening shifts
• Very good verbal and written communication skills in English and French
• Active listening, empathy, and patience
• Ability to organize high volume of work, multitask, and prioritize
• Passion for exceptional customer service
• Ability to thrive in ambiguous, fast-paced environment
• Proactive attitude and adaptability
• Good computer skills including Apple/Mac OS, Google Suite, CRM systems
• Language proficiency in English and French (spoken and written)

Responsibilities

• Provide end-to-end support to key community members, including the Luxury segment
• Interact with customers through livechat, social platforms, messaging, and phone
• Take ownership of cases, ensuring complete resolution and fostering relationships
• Escalate accurately to other teams when appropriate
• Personalize communications to users, demonstrating high hospitality standards
• Proactively identify opportunities to enhance user experience
• Leverage functional knowledge to support team success and document best practices
• Engage with senior stakeholders and collaborate cross-functionally
• Be on-call for emergency situations on evenings and weekends