Senior Specialist, Premium Support

Responsibilities

• Provide end-to-end support to key community members, including the Luxury segment, resolving reservation issues.
• Take full ownership of assigned cases to ensure complete final resolution based on workflows and assessment.
• Negotiate and mediate between Hosts and Guests to resolve high-stake and high-value reservation issues.
• Personalize communications to users to maintain high hospitality standards.
• Provide insights to management regarding community experience and process improvement opportunities.
• Participate in on-call rotations to handle emergency situations during evenings and weekends.

Requirements

• 4+ years of experience in multicultural customer service, preferably in hospitality or technology platforms.
• Proficiency in both English and Italian (written and spoken).
• Experience engaging with executive-level stakeholders to resolve conflicts.
• Ability to work flexible shifts, including weekends, public holidays, early mornings, and evenings.
• Advanced computer skills including Mac OS, Google Suite, and CRM systems.
• Strong organizational skills, multitasking ability, and attention to detail.
• Ability to thrive in an ambiguous, fast-paced environment.

About the Company

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.