Premium Support Specialist - Remote (English/Spanish)

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

Benefits offered by this job

Employee Travel Credits

Benefits package

Job summary

Airbnb is seeking a Senior Support Specialist, Premium Support, to provide exceptional end-to-end customer service for guests and Hosts in a remote Nevada-based role. The ideal candidate will manage complex cases, advocate for customers, and coordinate with internal stakeholders across channels.

Requirements include 4+ years in multicultural customer service, hospitality experience preferred, and fluency in English and Spanish. Availability to work weekends and varying shifts is expected.

Qualifications

• 4+ years of experience in multicultural customer service teams, preferably in hospitality and handling high-profile clients.
• Fluency in English and Spanish, spoken and written.
• Experience using phone, messaging, or live chat to interact with users/customers.

Responsibilities

• Provide end-to-end premium support for Airbnb guests and Hosts, including complex case management and high-stakes reservations.
• Interact with customers and internal stakeholders through multiple channels, owning cases until resolution.
• Explain policies clearly and negotiate effectively to resolve issues while maintaining hospitality standards.
• Collaborate with management to identify process improvements and support team success.

Skills

Customer service

Bilingual English/Spanish

Conflict resolution

CRM systems

Mac OS / Google Suite

Tools

CRM systems

Mac OS

Google Workspace

Job description

Airbnb is seeking a Senior Support Specialist, Premium Support, to provide exceptional end-to-end customer service for guests and Hosts in a remote Nevada-based role. The ideal candidate will manage complex cases, advocate for customers, and coordinate with internal stakeholders across channels.

Requirements include 4+ years in multicultural customer service, hospitality experience preferred, and fluency in English and Spanish. Availability to work weekends and varying shifts is expected.