Senior Specialist, Premium Support (English/Spanish)

Airbnb · Nevada, United Statessenior

In short

▸Especialista senior en soporte premium para anfitriones y huéspedes de alto valor, con enfoque en resoluciones complejas.
▸Gestión autónoma de casos críticos en inglés y español, actuando como mediador entre huéspedes y anfitriones.
▸Rol flexible con evolución continua según necesidades del negocio, priorizando soluciones personalizadas y de alto impacto.

Fluent English and Spanish required (spoken and written)

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What they ask for

✓Experiencia comprobada en soporte al cliente de alto nivel, especialmente con casos complejos.
✓Dominio avanzado del inglés y español (oral y escrito).
✓Capacidad para tomar decisiones autónomas y resolver casos sin supervisión directa.
✓Habilidades analíticas y de mediación para conflictos entre anfitriones y huéspedes.
✓Conocimiento profundo de políticas y procedimientos de plataformas de reserva.
✓Capacidad para manejar múltiples casos simultáneamente con eficiencia y precisión.

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Airbnb toolsInternal workflowsManagement guidelinesCase resolution systemsCommunication platformsCustomer support platformsPolicy databasesCRM systemsReal-time collaboration toolsMultichannel support interface

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Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and Spanish, spoken and written. This is a full time position based in Nevada, USA - remote. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. A Typical Day: The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools • Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation • Become a subject matter expert in Airbnb policies and procedures • Operate with little to no support from your leadership • Explain and simplify complex information, provide appropriate context, and address complex questions with confidence • Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations • Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances • Ability to multitask and handle multiple issues at the same time with efficiency and speed • Ability to articulate a rationale and make decision

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