Bilingual Premium Support Specialist EN/ES (Remote)

Airbnb; Nevada (IA); On-site; USD 82,000 - 96,000; Full time

Benefits offered by this job

Bonus

Employee Travel Credits

Benefits

Job summary

Airbnb is seeking a dedicated Senior Specialist, Premium Support to deliver exceptional customer service to our community from Nevada, USA, remote. You will own end-to-end case resolution for reservations, including luxury segments, while collaborating with internal stakeholders.

The role requires strong communication, problem-solving, and autonomy, with flexibility to move between teams and adapt to business needs. You will interact across channels and contribute to ongoing service improvements.

Qualifications

• 4+ years of multicultural customer service experience in hospitality or tech platforms.
• Experience handling high-profile clients and resolving conflicts with discretion.
• Fluency in English and Spanish, written and spoken.
• Comfort working weekends/holidays and varying shifts.
• Strong communication, empathy, and problem-solving skills.

Responsibilities

• Provide end-to-end case management with complete resolution following workflows and guidelines.
• Explain complex information clearly and tailor communications with hosts and guests.
• Collaborate with internal teams and leadership to identify process improvements.
• Remain flexible to move between teams and adapt to evolving responsibilities.
• Proactively anticipate user expectations and negotiate effective resolutions.

Skills

Multicultural customer service

English and Spanish fluency

Excellent communication

Active listening

Problem-solving

Time management

CRM proficiency

Mac OS & Google Suite

On-call flexibility

Tools

CRM systems

Apple/Mac OS

Google Suite

Job description

Airbnb is seeking a dedicated Senior Specialist, Premium Support to deliver exceptional customer service to our community from Nevada, USA, remote. You will own end-to-end case resolution for reservations, including luxury segments, while collaborating with internal stakeholders.

The role requires strong communication, problem-solving, and autonomy, with flexibility to move between teams and adapt to business needs. You will interact across channels and contribute to ongoing service improvements.