Customer Support • Senior

Who you are

You are a dedicated and enthusiastic individual with a strong commitment to delivering exceptional customer service. Your flexibility and hospitality make you an ideal candidate for the Senior Specialist, Premium Support role at Airbnb. You possess analytical skills that enable you to assess cases effectively and find the right solutions for both hosts and users. Strong communication skills are essential, as you will interact directly with customers and internal stakeholders, ensuring a high standard of service.

You thrive in an autonomous work environment, taking ownership of cases and ensuring complete resolution while fostering strong relationships with users. Your problem-solving abilities allow you to navigate complex situations and provide end-to-end support to key members of the Airbnb community, particularly in the Luxury segment. You are committed to maintaining the highest standards of service and are always looking for ways to improve the customer experience.

What you'll do

As a Senior Specialist in Premium Support, you will be on the front line, directly interacting with customers and internal stakeholders. Your primary responsibility will be to provide exceptional support to users experiencing issues with their reservations. You will take ownership of cases, ensuring that each issue is resolved completely and efficiently. Your role will involve assessing cases, communicating effectively with users, and collaborating with internal teams to find the best solutions.

You will be expected to work independently, demonstrating strong analytical skills and a commitment to customer satisfaction. Your ability to communicate clearly and effectively will be crucial in building strong relationships with both hosts and users. You will also be required to adapt to new tools and processes as needed, ensuring that you remain at the forefront of customer service excellence.

What we offer

Airbnb is committed to fostering an inclusive and diverse work environment. We encourage you to apply even if your experience doesn't match every requirement. Join us in making a difference in the lives of our hosts and guests, and be part of a team that values creativity and innovation.