Specialist, Premium Support (Spanish/English)

18 hours, 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

  • Handle customer and community inquiries across live chat, messaging, social platforms, and phone.
  • Own assigned cases end to end and drive them to final resolution or settlement.
  • Escalate cases accurately to the appropriate teams when needed.
  • Personalize support and communication to deliver a high-hospitality customer experience.
  • Resolve user issues quickly while balancing efficiency and quality.
  • Anticipate user needs and recommend tailored solutions that improve the experience.
  • Share feedback and improvement ideas with management to strengthen team processes.
  • Document best practices, ways of working, and service norms as requested.
  • Support and guide less experienced team members with functional expertise.
  • Work flexibly across teams and take on additional duties as business needs change.

Requirements

  • 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
  • Experience handling calls and customer/client contacts; experience with phone, messaging, or live chat is preferred.
  • Experience with high-profile or influential clientele is preferred.
  • Experience engaging executive-level stakeholders to resolve conflicts effectively and on time.
  • Very strong verbal and written communication skills in English and Spanish.
  • Fluent in English and Spanish, with advanced spoken and written proficiency in both languages.
  • Ability to work weekend days, public holidays, and early morning/evening shifts.
  • Schedule flexibility to change based on business needs.
  • Ability to work in a fast-paced, ambiguous, and complex environment.
  • Good computer skills, including Apple/Mac OS, Google Suite, and CRM systems.
  • Ability to quickly learn new tools; other languages are a plus.
  • Must have the right to work in Ireland by the start date.

Benefits

  • Remote role based in Ireland.
  • Relocation support is available for candidates moving from other countries.
  • Annual base pay of €45,000.
  • Eligible for bonus, equity, benefits, and Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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