Premium Support Lead — Bilingual EN/PT

Airbnb; United States; Remote; USD 59,000 - 63,000; Full time

Benefits offered by this job

Bonus potential

Equity eligible

Benefits

Employee Travel Credits

Job summary

Airbnb in Canada is seeking a Senior Specialist, Premium Support to deliver end-to-end assistance to high-value guests and hosts, including the Luxury segment. You will own cases, communicate clearly, and collaborate with cross-functional teams to achieve timely resolutions.

The role requires 6+ years in multicultural customer service, fluency in English and Portuguese, and the ability to work weekends/holidays. Remote-eligible within eligible provinces.

Qualifications

• 6+ years in multicultural customer service teams.
• Experience with high-profile clients is preferred.
• Ability to handle complex, high-stakes cases with diplomacy.

Responsibilities

• Provide end-to-end support to key Airbnb community members experiencing reservation issues.
• Own cases from start to resolution following policies and workflows.
• Collaborate with internal teams (Legal, Policy) as needed to resolve issues.
• Maintain high hospitality standards in communications with guests and hosts.
• Be flexible to move between teams and evolve responsibilities.

Skills

Fluency in English and Portuguese

Interpersonal communication

Conflict resolution

Active listening

Empathy

Client relationship management

Tools

CRM systems

Google Suite

Apple macOS

Job description

Airbnb in Canada is seeking a Senior Specialist, Premium Support to deliver end-to-end assistance to high-value guests and hosts, including the Luxury segment. You will own cases, communicate clearly, and collaborate with cross-functional teams to achieve timely resolutions.

The role requires 6+ years in multicultural customer service, fluency in English and Portuguese, and the ability to work weekends/holidays. Remote-eligible within eligible provinces.