Specialist, Premium Support (L6 - Ireland - Portuguese)

11 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Provide end-to-end support for assigned customer cases and drive each case to a final resolution.
  • Interact with customers and community members across live chat, messaging, social platforms, phone, and other support channels.
  • Escalate cases appropriately to other teams when needed and follow workflows and management guidelines.
  • Deliver personalized, high-touch support that meets users’ unique needs and resolves issues with care and efficiency.
  • Manage a high volume of cases without compromising interaction quality or resolution quality.
  • Use sound judgment to adapt to unusual situations, with management approval when deviating from standard workflows.
  • Gather and share insights, best practices, and continuous improvement ideas with management.
  • Support teammates by sharing technical, functional, or subject matter expertise with less experienced colleagues.
  • Work with internal and external stakeholders to resolve issues and maintain strong relationships.
  • Be available for on-call coverage during evenings and weekends for emergency situations.

Requirements

  • 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
  • Experience handling calls and customer/client contacts, ideally using phone, messaging, or live chat.
  • Experience with high-profile or influential clientele is preferred.
  • Hospitality experience is a plus, especially with technology platforms.
  • Experience engaging executive-level stakeholders and resolving conflicts in a timely, effective manner.
  • Ability to explain complex ideas simply and clearly.
  • Fluency in both English and Portuguese with advanced spoken and written communication skills in both languages.
  • Availability to work weekend days, public holidays, early morning shifts, and evening shifts as needed.
  • Ability to work in a fast-paced, ambiguous, and complex environment and adapt to changing priorities.
  • Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems.
  • Ability to organize high volumes of work, multitask, prioritize, and follow prescribed schedules.
  • Right to work in Ireland by the start date and willingness to be based in Ireland.
  • Other languages are a plus.

Benefits

  • Remote role based in Ireland.
  • Relocation support is available for candidates moving from other countries.
  • Annual base pay of €45,000 EUR.
  • Eligibility for bonus.
  • Eligibility for equity.
  • Eligibility for benefits.
  • Eligibility for Employee Travel Credits.
  • Disability-inclusive application and interview process with reasonable accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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