Airbnb · 1 week ago
Specialist, Premium Support (Portuguese)
Nevada, United States
Full-time
Onsite
Mid Level
$65K/yr - $75K/yr
3+ years expAirbnb is a global platform that connects hosts and guests for unique stays and experiences. The Specialist, Premium Support will provide exceptional customer service support, managing complex cases and ensuring high-quality interactions with both customers and internal stakeholders.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
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, including but not limited to livechat, social platforms, messaging, and directly through the phone
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate
Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
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
Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
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
Help document ways of working, best practices, and the norms for your service(s) as requested by management
Provides technical/functional/SME to less experienced members of the team
Shares ideas to improve processes and ways of working
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
Displays flexibility, openness and approachability when resolving issues
Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
You are on-call to handle emergency situations in the evenings & weekends
Qualification
Required
3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
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
Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
Active listening skills to understand guest needs and provide personalized recommendations and assistance
Empathy and patience in dealing with customers, especially in high-pressure situations
Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
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
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
Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Language proficiency in English and Portuguese, written and spoken, other languages are a plus
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase