Premium Support Spec. (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way. Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb: Our community is based on connection and belonging. Our creativity allows us to imagine new possibilities for people. Our responsibility is to all of our stakeholders. It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company. 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. The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. 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, including but not limited to livechat, social platforms, messaging, and directly through the phone • Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate • Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval • Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work • Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem • Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management 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 • Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution • Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances • Personalize communications to users, demonstrating the highest hospitality standard 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 • Help document ways of working, best practices, and the norms for your service(s) as requested by management • Provides technical/functional/SME to less experienced members of the team. • Shares ideas to improve processes and ways of working • 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 engagemen