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Specialist, Premium Support (German)

1 month, 2 weeks ago
Ireland
Full-time
Mid Level
Customer Support
Customer and Technical Support
macOS
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 26

Description

  • Take end-to-end ownership of assigned cases across channels (live chat, phone, messaging, social), ensuring final resolution or settlement per workflows and escalating accurately when needed.
  • Interact directly with Airbnb customers and internal stakeholders on the front line, including high-profile and Luxury-segment guests and hosts.
  • Deliver personalized, hospitality-standard communications and tailored solutions that enhance the user experience and foster strong relationships.
  • Manage complex cases by evaluating multiple perspectives, presenting options, and exercising judgment to adapt workflows when approved by management.
  • Handle a larger volume of cases efficiently without compromising the quality of interactions or resolutions.
  • Collaborate cross-functionally and engage with senior stakeholders to resolve issues and drive outcomes.
  • Provide insights on community experience, document ways of working and best practices, and act as a technical/functional SME to support less experienced team members.
  • Be flexible to move between teams or take on different responsibilities as business needs evolve, including being on-call for emergency situations in evenings and weekends.

Requirements

  • Right to work in Ireland by the start date and be based in Ireland (remote role); relocation support available for international candidates.
  • Fluent in English and German with advanced proficiency in spoken and written communication in both languages.
  • 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality or working with high-profile clientele.
  • Prior experience interacting with customers via phone, messaging, or live chat; experience resolving conflicts with executive-level stakeholders is preferred.
  • Ability to work weekends, public holidays, and early morning/evening shifts; schedule flexibility to meet business needs.
  • Strong verbal and written communication, active listening, empathy, and patience in high-pressure situations.
  • Ability to organize high volumes of work, multitask, prioritize, and adhere to prescribed schedules (breaks, lunches, training).
  • Proactive, adaptable attitude with the ability to thrive in an ambiguous, fast-paced environment and take on evolving responsibilities.
  • Good computer skills including Apple/Mac OS, Google Suite, familiarity with CRM systems, and the ability to quickly learn new tools.

Benefits

  • Ireland annual base pay range: €40,000–€48,000.
  • Role may be eligible for bonus, equity, additional benefits, and Employee Travel Credits.
  • Relocation support available for candidates moving from other countries.
  • Remote role based in Ireland (full-time position).
  • Disability-inclusive application and interview process with reasonable accommodations available upon request.

Interested in this position?

Apply directly on the company website

Apply Now

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