Support Specialist, Premium Support

Airbnb; United States; Remote; USD 48,000 - 62,000; Full time

Benefits offered by this job

Relocation support

Job summary

Airbnb is seeking a Support Specialist, Premium Support for a remote role based in Ireland. You will provide bilingual English and French support to the Airbnb community, handling complex cases with care and professionalism.

As part of a fast-paced team, you will manage end-to-end case resolution, communicate effectively across channels, and adapt to evolving responsibilities. This is a full-time position with relocation support for candidates moving to Ireland.

Qualifications

• Fluent in English and French (spoken and written).
• Excellent communication and problem-solving abilities.
• Experience in premium or luxury customer-service environments is a plus.

Responsibilities

• Handle complex cases with end-to-end ownership.
• Interact with customers via live chat, social platforms, messaging, and phone.
• Collaborate with internal teams to ensure accurate resolutions while maintaining confidentiality.

Skills

Bilingual English & French

Advanced communication skills

Customer service expertise

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

• remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries.
• You must be fluent in both English and French as you will be supporting cases in both languages, with advanced proficiency in spoken and written communication in both languages.

The Community You Will Join:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Support Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. This is a full time position based in Ireland.

The Difference You Will Make:

The Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Support 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. Support Specialist, Premium Support needs strong communication skills in English and French, 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. 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.

A Typical Day:

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