Description

As a Senior Specialist on the Premium Support team, you will provide high-touch, end-to-end support to key Airbnb community members, including those in the Luxury segment. You'll take ownership of complex cases, resolve issues with autonomy, and build strong relationships with hosts and guests.

Requirements

• 5+ years of experience in multicultural customer service, preferably hospitality
• Experience with high-profile clientele preferred
• Prior experience using phone, messaging, or live chat for customer interactions
• Experience engaging with executive-level stakeholders
• Ability to work weekends, holidays, and early morning/evening shifts
• Advanced computer skills (Apple/Mac OS, Google Suite, CRM systems)
• Language proficiency in English and Japanese

Responsibilities

• Manage complex cases including severe and urgent situations
• Interact with customers via phone, messaging, and live chat
• Take end-to-end ownership of assigned cases
• Become a subject matter expert in Airbnb policies
• Negotiate and mediate between hosts and guests on high-stakes reservations
• Handle sensitive cases cross-functionally with Legal, Policy, etc.
• Drive cases to conclusion with urgency and high quality
• Leverage operational knowledge to lead team success
• Support onboarding of new employees and process improvements
• Build and maintain stakeholder relationships
• Be on-call for emergencies during evenings and weekends