Airbnb

3 weeks ago

Senior Specialist, Premium Support (Italian/English)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer support to Airbnb guests and hosts, taking ownership of complex reservation cases across Italian and English. Act as a subject matter expert on Airbnb policies, mediate high-stakes issues, and deliver personalized resolutions with little to no support from leadership. Work autonomously within Community Support, handle multiple channels, and participate in continuous improvement while supporting emergency coverage during evenings and weekends.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Manage complex case resolutions end-to-end, ensuring final outcomes based on workflows, guidelines, and case assessment.
•Interact with customers and community members across current and future channels inside and outside Airbnb tools.
•Become a subject matter expert in Airbnb policies and procedures and explain/simplify complex information to stakeholders.
•Negotiate and mediate between hosts and guests to resolve high-stakes, high-value reservation issues and anticipate user expectations.
•Support team improvement by identifying process/policy inconsistencies and collaborating on initiatives, including on-call coverage for emergencies.

Pay and Benefits

Salary: EUR 50,000 - 58,000 annually

Key Requirements

•4+ years of relevant experience in multicultural customer service teams, preferably in hospitality, handling customer/client contacts via calls and other channels.
•Excellent written and verbal communication in English and Italian (spoken and written), with other languages as a plus.
•Experience resolving conflicts with executive-level stakeholders, clearly explaining complex ideas.
•Ability to work weekend days and public holidays, plus early morning/evening shifts, with schedules that can change.
•Advanced computer skills, including Apple/Mac OS and Google Suite, and familiarity with CRM systems.

Experience:4+ yearsHospitalityCustomer serviceTechnology platforms

Skills:CommunicationProblem-solvingCustomer serviceMultitaskingEmpathy

Languages:EnglishItalian

Tech Stack:Apple/Mac OSGoogle SuiteCRM systems

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

3 weeks ago

Senior Specialist, Premium Support (Italian/English)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Manage complex case resolutions end-to-end, ensuring final outcomes based on workflows, guidelines, and case assessment.
•Interact with customers and community members across current and future channels inside and outside Airbnb tools.
•Become a subject matter expert in Airbnb policies and procedures and explain/simplify complex information to stakeholders.
•Negotiate and mediate between hosts and guests to resolve high-stakes, high-value reservation issues and anticipate user expectations.
•Support team improvement by identifying process/policy inconsistencies and collaborating on initiatives, including on-call coverage for emergencies.

Pay and Benefits

Salary: EUR 50,000 - 58,000 annually

Key Requirements

•4+ years of relevant experience in multicultural customer service teams, preferably in hospitality, handling customer/client contacts via calls and other channels.
•Excellent written and verbal communication in English and Italian (spoken and written), with other languages as a plus.
•Experience resolving conflicts with executive-level stakeholders, clearly explaining complex ideas.
•Ability to work weekend days and public holidays, plus early morning/evening shifts, with schedules that can change.
•Advanced computer skills, including Apple/Mac OS and Google Suite, and familiarity with CRM systems.

Experience:4+ yearsHospitalityCustomer serviceTechnology platforms

Skills:CommunicationProblem-solvingCustomer serviceMultitaskingEmpathy

Languages:EnglishItalian

Tech Stack:Apple/Mac OSGoogle SuiteCRM systems

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