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 strong communication skills and problem-solving abilities, allowing you to effectively interact with both customers and internal stakeholders. Your analytical mindset helps you assess cases and find the right solutions for hosts and users alike.

You thrive in a fast-paced environment and are comfortable working autonomously. Your experience in customer service equips you with the expertise needed to handle various situations that may arise during interactions with the Airbnb community. You are also eager to learn new tools and adapt to changing circumstances, ensuring that you can provide the best support possible.

What you'll do

As a Senior Specialist, Premium Support, you will be on the front line, directly interacting with customers and internal stakeholders. Your primary responsibility will be to provide end-to-end support to key members of the community experiencing issues with their reservations, particularly within the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with users throughout the process.

Your role will require you to assess each case thoroughly and constantly seek the right solutions for both hosts and users. You will be expected to maintain high standards of service and demonstrate a commitment to the Airbnb community. Your ability to communicate effectively in both English and Mandarin will be essential in providing support to a diverse range of customers.

What we offer

Airbnb is committed to fostering an inclusive and diverse workplace. We believe that diverse ideas foster innovation and engagement, allowing us to attract creatively-led individuals who can help us develop the best products and services. As a full-time employee, you will have the opportunity to work in a dynamic environment where your contributions will make a difference in the lives of hosts and guests around the world. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.