[Remote] Senior Specialist, Premium Support (Spanish)

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global company that connects hosts and guests for unique stays and experiences. They are seeking a dedicated Senior Specialist, Premium Support to provide exceptional customer service support, particularly to key members of the community experiencing issues with their reservations, while fostering strong relationships and ensuring complete case resolutions. Responsibilities • 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 • Operate with little to no support from your leadership • Explain 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 • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances • Ability to multitask and handle multiple issues at the same time with efficiency and speed • Ability to articulate a rationale and make decisions on when and how to make workflow exceptions • Personalize communications to users, demonstrating the highest hospitality standards • Provide insights about community experience and continuous improvement opportunities to your Management • Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment • May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc. • 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 • Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt • You are on-call to handle emergency situations in the evenings & weekends • Inspire a culture where quality is a core principle. Skills • 4+ 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. Your schedule can change to meet business needs • Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders • Active listening skills • Empathy and patience in dealing with customers, especially in high-pressure situations • Strong 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 • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives • 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 • Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools • Fluency in English and Spanish, spoken and written is required. Benefits • Bonus • Equity • Benefits • Employee Travel Credits Company Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com. Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job