Support Airbnb’s Luxury community with personalized service, reservation resolution, and confident communication across complex, high-value customer cases. Work includes evening and weekend emergency coverage.
This Senior Specialist, Premium Support role serves key community members experiencing reservation issues. You will provide bespoke support to Guests and Hosts while coordinating with internal stakeholders. Success requires hospitality standards, analytical judgment, active listening, and the ability to simplify complex information.
Key Responsibilities:
- Provide exceptional support for Luxury and high-value reservations
- Personalize communications for Guests and Hosts
- Anticipate expectations and pursue suitable compromises
- Resolve ambiguous cases with urgency and sound judgment
- Maintain strategic stakeholder relationships beyond your team
Requirements:
- Six or more years in multicultural customer service teams
- Hospitality experience, preferably with technology platforms
- Experience handling calls, messaging, or live chat
- Executive stakeholder conflict-resolution experience
- Ability to prioritize, multitask, and meet commitments
Bring hospitality expertise, empathy, and analytical problem-solving to Airbnb’s premium reservation support and high-standard community service.