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 with high-stakes reservations. You'll own cases from start to resolution, negotiate between hosts and guests, and collaborate cross-functionally to deliver exceptional service. This role requires flexibility and autonomy, with opportunities to contribute to team improvement and onboarding.

Requirements

• 5+ years of relevant experience in multicultural customer service teams, preferably in hospitality
• Experience with high-profile and influential clientele preferred
• Hospitality experience is a plus, especially with technology platforms
• Prior experience using phone, messaging, or live chat to interact with users/customers
• Experience engaging with executive-level stakeholders to resolve conflicts
• Ability to work weekend days, public holidays, and early morning/evening shifts
• World class interpersonal and communication skills
• Active listening skills
• Empathy and patience in dealing with customers
• Excellent organizational skills
• 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 embracing new challenges
• Capable of adjusting to evolving roles and job duties
• Able to assess risk accurately and exercise good judgment
• Advanced computer skills including Apple/Mac OS, Google Suite, and CRM systems
• Language proficiency in English and Mandarin

Responsibilities

• Provide the highest level of service to the Airbnb community, 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, address complex questions with confidence
• Ability to negotiate and mediate between host and guest in resolving issues on high-stake, high-value reservations
• Proactively anticipate users' expectations and work towards the best outcome
• Manage highly sensitive cases end to end, working cross-functionally with Legal, Policy, etc.
• Operate in full autonomy, making decisions to follow or go outside workflows
• Set the gold standard for performance, providing personalized and exceptional support
• Drive cases to conclusion with urgency and without error
• Leverage operational knowledge to lead the team to succeed
• Provide insights about community experience and continuous improvement opportunities
• Support simplification of complex processes and ways of working
• Support onboarding of new employees
• Be a positive force in the team and help drive changes
• Willing to take on various tasks and responsibilities, including moving teams
• Build and maintain strategic partnerships to achieve team or functional goals
• Demonstrate flexibility, approachability, and integrity when resolving sensitive issues
• Write clearly and concisely, translating complex ideas to multiple audiences
• Build and nurture relationships outside of your team
• Be on-call to handle emergency situations in evenings and weekends