Premium Support Spec. - Contract

Job Title: Premium Support Sr. Spec.
Duties: 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 community in each and every case



Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
Become a subject matter expert in Airbnb policies and procedures
Operate with little to no support from your leadership
Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises




Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention


Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
Ability to multitask and handle multiple issues at the same time with efficiency and speed
Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
Personalize communications to users, demonstrating the highest hospitality standards



Participating in your team's improvement: Leverage your functional operational knowledge to proactively support the team success



Provide insights about community experience and continuous improvement opportunities to your Management
Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.




Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results



Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
You are on-call to handle emergency situations in the evenings & weekends
Inspire a culture where quality is a core principle.


Skills:
Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
Active listening skills
Empathy and patience in dealing with customers, especially in high-pressure situations
Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
Passion for delivering exceptional customer service and setting a high bar
Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
Ability to adapt to new tasks and responsibilities as needed
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Language proficiency in English, other languages are a plus

Keywords:
Education:
4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs