Senior Specialist, Premium Support – Italian/English

Airbnb

Senior Specialist providing premium support in Italian and English for Airbnb customers. Managing complex case scenarios and ensuring high-quality service for the Airbnb community.

Posted 7/1/2026full-time🇮🇪 IrelandSenior💰 €50,000 - €58,000 per yearWebsite

About the role

Key responsibilities & impact

Provide end-to-end support to key members of our community experiencing an issue with their reservation
Interact with Airbnb customers and community members through all current and future channels
Take end-to-end ownership of all assigned cases
Resolve user issues quickly and to a high level of mutual satisfaction
Provide insights about community experience and continuous improvement opportunities to your Management
Demonstrate a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues

Requirements

What you’ll need

4+ years of relevant experience in multicultural customer service teams
Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner
Ability to work weekend days and public holidays, as well as early morning / evening shifts
Passion for delivering exceptional customer service and setting a high bar
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

Benefits

Comp & perks

Bonus
Equity
Employee Travel Credits

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

EmpathyPatienceFlexibilityApproachabilityAttention To Detail