Airbnb · 7 hours ago
Senior Specialist, Premium Support (Portuguese)
Nevada, United States
Full-time
Onsite
Mid, Senior Level
$100K/yr - $115K/yr
6+ years expAirbnb is a global platform that connects hosts and guests for unique stays and experiences. They are seeking a Senior Specialist, Premium Support to provide exceptional customer service and support to the Airbnb community, primarily in English and Portuguese, while managing complex cases and fostering strong relationships with users.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases
Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
Become a subject matter expert in Airbnb policies and procedures
Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc
Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
Set the gold standard for performance for the service, providing consistently 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
Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
Provide insights about community experience and continuous improvement opportunities to your Management
Supports the simplification of complex processes and ways of working within the team
Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc
Supports onboarding of new employees
Be a positive force in the team and help management drive & land changes with the least frictions possible
Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
Build & nurture relationships outside of your team
You are on-call to handle emergency situations in the evenings & weekends
Inspire a culture where quality is a core principle
Qualification
Required
Fluency in English and Portuguese, spoken and written is required
6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry
Ability to work weekend days and public holidays, as well as early morning / evening shifts
World class interpersonal and communication skills, both written and spoken, including conflict resolution
Active listening skills
Empathy and patience in dealing with customers, especially in high-pressure situations
Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
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
Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Preferred
Experience with high-profile and influential clientele is preferred
Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
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
Investing.com
2026-01-13
2026-01-09
Company data provided by crunchbase