Premium Guest Support Specialist

Airbnb, Inc.; United States; Remote; USD 42,000 - 45,000; Full time

Job summary

Airbnb is seeking a dedicated Support Specialist, Premium Support to deliver end-to-end customer service to guests and Hosts. You will manage complex cases across channels, owning resolutions with a focus on hospitality, professionalism, and confidentiality.

The role requires strong English and French communication, frontline experience in multicultural teams, and flexibility to adapt to evolving responsibilities across Community Support.

Qualifications

• 3+ years of experience in multicultural customer service teams.
• Experience engaging with executive-level stakeholders to resolve conflicts.
• Excellent verbal and written communication in English; other languages are a plus.
• Willing to work weekends and public holidays; schedule may change to meet business needs.

Responsibilities

• Handle complex cases across channels including live chat, phone and messaging.
• Own end-to-end resolution of assigned cases following workflows and guidelines.
• Collaborate with management and cross-functional teams to improve processes.
• Provide personalized, high-quality support to guests and hosts.
• Document best practices and improvements for management.

Skills

Customer service

English

French

Stakeholder management

Communication

Weekend/on-call flexibility

Tools

CRM systems

Job description

Airbnb is seeking a dedicated Support Specialist, Premium Support to deliver end-to-end customer service to guests and Hosts. You will manage complex cases across channels, owning resolutions with a focus on hospitality, professionalism, and confidentiality.

The role requires strong English and French communication, frontline experience in multicultural teams, and flexibility to adapt to evolving responsibilities across Community Support.