Premium Support Senior Specialist (Spanish) at Airbnb

Role Overview

Airbnb was founded in 2007 and has grown to over 5 million hosts, welcoming over 2 billion guest arrivals globally. We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in both English and Spanish. This full-time position is based in Dublin, Ireland.

The Difference You Will Make

As a Senior Specialist, Premium Support, you will interact directly with customers and internal stakeholders, providing end-to-end support to key members experiencing issues with their reservations, including the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with users. This role requires strong communication skills, problem-solving abilities, and customer service expertise, working autonomously to assess cases and find the right solutions.

A Typical Day

• Manage complex cases, providing the highest level of service and handling the service’s most severe and urgent cases.
• Interact with Airbnb customers and community members through all current and future channels.
• Take end-to-end ownership of assigned cases, ensuring complete resolutions based on workflows and your assessment.
• Become a subject matter expert in Airbnb policies and procedures.
• Negotiate and mediate between Hosts and Guests to resolve high-stake and high-value reservations.
• Proactively anticipate users' expectations and work towards the best outcome for all parties.
• Manage highly sensitive cases, working cross-functionally with Legal, Policy, and other services.
• Set the gold standard for performance, providing personalized and exceptional customer support to guests and Hosts.
• Drive cases to conclusion with urgency and without error, using strong judgment to make exceptions.

Your Expertise

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry.
• Experience with high-profile clientele and using phone, messaging, or live chat to interact with users.
• Experience engaging with executive-level stakeholders to resolve conflicts effectively.
• Ability to work weekends, public holidays, and shifts to meet business needs.
• World-class interpersonal and communication skills, including conflict resolution.
• Empathy and patience in handling high-pressure situations.
• Excellent organizational skills, multitasking, and attention to detail.
• Passion for delivering exceptional customer service and setting high standards.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities.
• Advanced computer skills, including Apple/Mac OS, Google Suite, and CRM systems.
• Language proficiency in English and Spanish is required.

Your Location

This position requires applicants to be based in Ireland to conduct their work. We are open to candidates relocating from other countries.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, allowing us to attract creatively-led people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.