Airbnb

5 days ago

Specialist, Premium Support (Spanish/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer service for Airbnb’s community, handling complex cases and ensuring full resolution while escalating accurately when needed. You’ll interact with guests and Hosts through channels like live chat, messaging, social platforms, and phone, balancing efficiency with personalized hospitality. Collaborate cross-functionally, incorporate feedback, support continuous improvement, and be available for evening/weekend on-call emergency coverage.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Manage complex customer cases end to end to reach final resolution while following workflows and guidelines.
•Interact with customers and community members via live chat, social platforms, messaging, and phone.
•Escalate cases accurately to other teams when appropriate and demonstrate sound judgment with management approval.
•Deliver personalized, hospitality-focused support while resolving issues quickly to mutual satisfaction.
•Support team improvement by sharing insights, documenting best practices, and providing SME input to less experienced team members.

Pay and Benefits

Salary: EUR 45,000 annually

Key Requirements

•3+ years of relevant experience in multicultural customer service teams, preferably in hospitality, handling customer/client contacts by phone, messaging, or live chat.
•Fluency in both English and Spanish, with advanced proficiency in spoken and written communication for supporting cases in both languages.
•Strong communication skills and active listening to understand guest needs and deliver personalized recommendations and assistance.
•Ability to handle high volumes, multitask, prioritize, and work within prescribed schedules including breaks, lunches, and training time.
•Comfort working weekend days/public holidays and flexible early morning/evening shifts, adapting to changing responsibilities as needed.

Experience:3+ yearsMulticultural customer serviceHospitalityTechnology platforms

Skills:Customer serviceCommunicationProblem-solvingActive listeningEmpathy

Languages:EnglishSpanishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsLivechatSocial platformsMessaging

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

Website LinkedIn

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Airbnb

5 days ago

Specialist, Premium Support (Spanish/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Manage complex customer cases end to end to reach final resolution while following workflows and guidelines.
•Interact with customers and community members via live chat, social platforms, messaging, and phone.
•Escalate cases accurately to other teams when appropriate and demonstrate sound judgment with management approval.
•Deliver personalized, hospitality-focused support while resolving issues quickly to mutual satisfaction.
•Support team improvement by sharing insights, documenting best practices, and providing SME input to less experienced team members.

Pay and Benefits

Salary: EUR 45,000 annually

Key Requirements

•3+ years of relevant experience in multicultural customer service teams, preferably in hospitality, handling customer/client contacts by phone, messaging, or live chat.
•Fluency in both English and Spanish, with advanced proficiency in spoken and written communication for supporting cases in both languages.
•Strong communication skills and active listening to understand guest needs and deliver personalized recommendations and assistance.
•Ability to handle high volumes, multitask, prioritize, and work within prescribed schedules including breaks, lunches, and training time.
•Comfort working weekend days/public holidays and flexible early morning/evening shifts, adapting to changing responsibilities as needed.

Experience:3+ yearsMulticultural customer serviceHospitalityTechnology platforms

Skills:Customer serviceCommunicationProblem-solvingActive listeningEmpathy

Languages:EnglishSpanishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsLivechatSocial platformsMessaging

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Airbnb

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

Website LinkedIn