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Support Specialist, Premium (English/French)
Contract type
Ongoing
Work mode
Remote · Ireland
Experience
Mid-level · 3+ years
Job description
A remote, Ireland-based Support Specialist, Premium Support role providing end-to-end customer service to Airbnb community members, including the Luxury segment, in both English and French. The role focuses on complex case management and personalized, high-quality support.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Ireland
- Languages
- English – fluent, French – fluent
- Pay
- EUR 45,000 / year
What you'll do
- Provide the highest level of service to our community in each and every case through complex case management
- Interact with Airbnb customers and community members through all current and future channels, including livechat, social platforms, messaging, and directly through the phone
- Take end-to-end ownership of all assigned cases, ensuring a complete final resolution based on workflows and management guidelines, fostering relationships with users, and escalating accurately to other teams when appropriate
- Demonstrate ownership mentality and good judgment, and question, adapt, and deviate from the workflow when needed only through management approval
- Be highly receptive to feedback from Management and Quality and quickly adopt behaviors to improve quality of work
- Understand multiple perspectives on a topic or situation and evaluate and present multiple options for addressing a problem
- Engage more with senior stakeholders and collaborate cross-functionally, with help from management
- Provide personalized and exceptional customer support to guests and Hosts, ensuring unique needs and preferences are met with the highest level of care and attention
- Handle a larger volume of cases without negatively impacting the quality of the interaction and the resolution
- Proactively anticipate and identify opportunities to enhance the user experience and, with the support of management, offer tailored solutions and recommendations
- Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
- Personalize communications to users, demonstrating the highest hospitality standards
- Leverage functional operational knowledge to proactively support the team's success
- Provide insights about community experience and continuous improvement opportunities to Management
- Help document ways of working, best practices, and the norms for the service(s) as requested by management
- Provide technical/functional/SME support to less experienced members of the team
- Share ideas to improve processes and ways of working
- Take on various tasks and responsibilities as needed, including moving teams
- Be on-call to handle emergency situations in the evenings and weekends
What we're looking for
- 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
- Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
- Ability to work weekend days and public holidays, as well as early morning / evening shifts; schedule can change to meet business needs
- Very good verbal and written communication skills for providing exceptional customer service to guests/hosts and engaging with stakeholders
- Active listening skills to understand guest needs and provide personalized recommendations and assistance
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Ability to organize a high volume of work, multitask and prioritize, and to work within prescribed schedules including breaks, lunches, and training time
- Passion for delivering exceptional customer service and setting a high bar
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
- Ability to adapt to new tasks and responsibilities as needed
- 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
- Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
- Language proficiency in English and French (supporting cases in both languages), written and spoken
- Must have the right to work in Ireland by the start date
- Must be based in Ireland
Nice to have
- Hospitality experience, in particular working for technology platforms
- Prior experience using phone, messaging, or live chat to interact with users/customers
- Other languages are a plus
Your team
Community Support
The role sits within Community Support, supporting key members of the Airbnb community including the Luxury segment.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Apply
About Airbnb
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.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Inclusion & Belonging
- Diverse ideas foster innovation and engagement