Senior Specialist, Premium Support
HybridSan Francisco, California, United States
Job Summary
Manage complex, high-stakes cases for Airbnb's Luxury segment by providing end-to-end support to hosts and guests across all channels. Negotiate and mediate conflicts between parties, proactively anticipate resolution needs, and make autonomous decisions to drive cases to conclusion with urgency and zero error. Operate as a subject matter expert on policies, simplifying complex information for diverse audiences while maintaining impeccable hospitality standards. Collaborate cross-functionally with Legal and Policy teams on sensitive matters and lead team improvements by sharing insights and streamlining processes. Handle emergency situations during evenings and weekends as part of an on-call rotation, adapting quickly to evolving responsibilities and team needs.
Required Qualifications
- 6+ years of relevant experience in multicultural customer service teams
- Fluency in English, spoken and written
- Ability to work weekend days and public holidays, as well as early morning / evening shifts
- Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems
- Must be able to live in a province where Airbnb Canada, Inc. has a registered entity (Ontario, British Columbia, Quebec, Alberta, or Saskatchewan)
Desired Qualifications
- Experience in the hospitality industry
- Experience with high-profile and influential clientele
- Prior experience using phone, messaging, or live chat to interact with users/customers
- Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner
- Demonstrated ability to explain complex ideas simply and clearly
- World class interpersonal and communication skills, both written and spoken, including conflict resolution
- Active listening skills
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
- Passion for delivering exceptional customer service and setting a high bar
- Ability to thrive in an ambiguous, fast-paced, and complex environment
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
- Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
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