Support Specialist, Premium Support

Airbnb
Ireland
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsSkills: ["Communication","Empathy","Problem-solving","Active listening","Customer service"]

Provide end-to-end premium customer support in English and French for Airbnb’s Ireland-based remote team. Manage complex cases across channels, own cases from start to resolution, and collaborate with internal teams while delivering high hospitality standards. Be flexible to move between Community Support teams as business needs evolve in a fast-paced environment.

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FursaFursa
Airbnb
Airbnb
3 months ago

Support Specialist, Premium Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer support in English and French for Airbnb’s Ireland-based remote team. Manage complex cases across channels, own cases from start to resolution, and collaborate with internal teams while delivering high hospitality standards. Be flexible to move between Community Support teams as business needs evolve in a fast-paced environment.
Location: Ireland
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community

Key Responsibilities

  • •Complex case management: Provide the highest level of service to our community in each and every case across channels (livechat, social platforms, messaging, phone).
  • •Take end-to-end ownership of all assigned cases, ensuring complete resolution or settlement based on workflows and guidelines, while fostering relationships with users.
  • •Demonstrate ownership mentality and good judgment, and adapt workflow only with management approval when needed.
  • •Be receptive to feedback from Management and Quality, and quickly adopt behaviors to improve quality of work.
  • •Collaborate cross-functionally and engage with senior stakeholders as needed to resolve issues and improve processes.

Pay and Benefits

Perks:Remote WorkRelocation

Key Requirements

  • •3+ years of multicultural customer service experience, preferably in the hospitality industry, and in a role involving calls and customer contacts.
  • •Fluent in English and French (spoken and written) with advanced communication skills in both languages.
  • •Experience engaging with executive-level stakeholders and resolving conflicts in a detailed, effective, and timely manner.
  • •Ability to work weekend days and public holidays, and to adapt to early morning/evening shifts as needed.
  • •Must have the right to work in Ireland by the start date; relocation support available for candidates from other countries.
Experience:3+ yearsHospitalityMulticulturalCustomer service
Skills:CommunicationEmpathyProblem-solvingActive listeningCustomer service
Languages:EnglishFrench
Tech Stack:CRMGoogle SuiteApple/Mac OS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn