Senior Specialist, Premium Support (English/Spanish)

Airbnb
Nevada
Workplace: RemoteFull timeUSD 82,000 - 96,000 hourlyFunction: Solutions Engineering & Sales EngineeringExperience: 4+ yearsSkills: ["Communication","Problem-solving","Active listening","Empathy","Organization"]

Provide end-to-end premium customer service for complex reservation and Luxury segment cases, taking ownership from intake to final resolution. You’ll interact with guests and internal stakeholders through multiple channels (including phone, messaging, and live chat), explain policies clearly, mediate Host-Guest issues, and operate with minimal leadership support. The role requires strong judgment, multilingual communication, and continuous improvement for community support processes.

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FursaFursa
Airbnb
Airbnb
2 days ago

Senior Specialist, Premium Support (English/Spanish)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer service for complex reservation and Luxury segment cases, taking ownership from intake to final resolution. You’ll interact with guests and internal stakeholders through multiple channels (including phone, messaging, and live chat), explain policies clearly, mediate Host-Guest issues, and operate with minimal leadership support. The role requires strong judgment, multilingual communication, and continuous improvement for community support processes.
Location: Nevada
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage complex customer cases end-to-end, ensuring complete final resolution based on workflows and guidelines.
  • •Interact with Airbnb customers and community members through current and future channels inside and outside Airbnb tools.
  • •Become a subject matter expert in Airbnb policies and procedures and operate with little to no support from leadership.
  • •Negotiate and mediate between Host and Guest to resolve high-stake/high-value reservation issues.
  • •Provide personalized, high-hospitality quality support, anticipate user expectations, and identify process/policy inconsistencies for improvement.

Pay and Benefits

Salary: USD 82,000 - 96,000 hourly
Perks:Travel Allowance

Key Requirements

  • •4+ years of relevant experience in multicultural customer service teams, preferably in hospitality, with experience handling customer contacts and making calls/decisions.
  • •Fluency in English and Spanish, spoken and written is required.
  • •Experience engaging executive-level stakeholders to resolve conflicts and explain complex ideas simply and clearly.
  • •Ability to work weekend days/public holidays and early morning/evening shifts with changing schedules.
  • •Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems (and ability to learn new tools).
Experience:4+ yearsHospitalityTechnology platformsMulticultural customer service
Skills:CommunicationProblem-solvingActive listeningEmpathyOrganization
Languages:EnglishSpanish
Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsPhoneMessagingLive chatAirbnb tools

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