Senior Support Specialist, Premium Support

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

Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Support Specialist, Premium Support . The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in Portuguese, spoken and written .

The Difference You Will Make

The Senior Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders As a Senior Support Specialist, Premium Support , you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment

You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Support Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below

The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our communi