Senior Specialist, Premium Support (Italian)

Airbnb

10d

About The Position

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. We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and Italian, spoken and written. Due to the nature of this position and hours of operation, the successful applicant will need to be based in Nevada, USA in order to conduct their work. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. 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.

Requirements

4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
Active listening skills
Empathy and patience in dealing with customers, especially in high-pressure situations
Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
Passion for delivering exceptional customer service and setting a high bar
Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
Ability to adapt to new tasks and responsibilities as needed
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Fluency in English and Italian, spoken and written is required.
Due to the nature of this position, the successful applicant will need to be based in Nevada to be able to conduct their work. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Responsibilities

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
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
Become a subject matter expert in Airbnb policies and procedures
Operate with little to no support from your leadership
Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
Ability to multitask and handle multiple issues at the same time with efficiency and speed
Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
Personalize communications to users, demonstrating the highest hospitality standards
Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success
Provide insights about community experience and continuous improvement opportunities to your Management
Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
You are on-call to handle emergency situations in the evenings & weekends
Inspire a culture where quality is a core principle.