Airbnb19 days ago
Старший специалист, Премиум-поддержка
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
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Canada
Responsibilities
- 01Provide end-to-end support to key members experiencing issues with their reservation
- 02Handle complex case management including severe and urgent cases
- 03Interact with customers through all current and future channels
- 04Take ownership of assigned cases ensuring complete resolution
- 05Become a subject matter expert in Airbnb policies and procedures
- 06Explain and simplify complex information
- 07Negotiate and mediate between Host and Guest
- 08Proactively anticipate user expectations and work towards best outcomes
- 09Manage highly sensitive cases working cross-functionally
- 10Operate in full autonomy making decisions on case resolution
- 11Provide personalized and exceptional customer support
- 12Drive cases to conclusion with urgency and accuracy
- 13Leverage operational knowledge to lead team success
- 14Provide insights for continuous improvement
- 15Support simplification of complex processes
- 16Support management initiatives and onboarding
- 17Build and maintain strategic partnerships
- 18Handle emergency situations during evenings and weekends
Requirements
- 016+ years of relevant experience in multicultural customer service teams
- 02Experience in hospitality industry preferred
- 03Experience with high-profile and influential clientele preferred
- 04Experience using phone, messaging, or live chat to interact with users
- 05Experience engaging with executive-level stakeholders to resolve conflicts
- 06Ability to work weekend days and public holidays
- 07Fluency in English and Portuguese (spoken and written)
What we offer
- 01Flexible role that may require moving to different teams
- 02On-call to handle emergency situations in evenings and weekends
- 03Work weekend days and public holidays as needed