Specialist, Premium Support

Airbnb Airbnb · Consumer · Canada · Community Support

This role is for a Specialist in Premium Support at Airbnb, focusing on customer service for high-value guests and hosts. It involves handling inquiries, resolving issues, and ensuring a positive experience within the Airbnb platform. The role is not directly involved in AI/ML development or research.

What you'd actually do

  1. Provide exceptional support to our premium guests and hosts.
  2. Resolve complex issues and inquiries with efficiency and empathy.
  3. Act as a point of escalation for challenging customer situations.
  4. Collaborate with internal teams to improve the guest and host experience.
  5. Contribute to the continuous improvement of support processes and resources.

Skills

Required

  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities.
  • Customer service experience.
  • Ability to work in a fast-paced environment.

Nice to have

  • Bilingualism (French/English) is an asset.
  • Experience with CRM software.