Senior Support Specialist, Premium Support

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community You Will Join:</strong></p> <p>We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a <span data-sheets-root="1">Senior Support Specialist, Premium Support</span>. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English, spoken and written.&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>The <span data-sheets-root="1">Senior Support Specialist, Premium Support </span>functions on the front line interacting directly with both customers &amp; internal stakeholders. As a <span data-sheets-root="1">Senior Support Specialist, Premium Support</span>, you will be primarily 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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">A <span data-sheets-root="1">Senior Support Specialist, Premium Support</span> 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 &amp; 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.&nbsp; &nbsp; &nbsp;</span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day:&nbsp;</strong></span></p> <p>The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibi