Senior Specialist, Premium Support (Portuguese)

Who you are

You are a dedicated and enthusiastic individual with a strong commitment to delivering exceptional customer service. You possess excellent communication skills in both English and Portuguese, allowing you to interact effectively with a diverse community. Your analytical mindset enables you to approach problems with a solution-oriented perspective, ensuring that you can provide end-to-end support to users experiencing issues with their reservations. You thrive in a flexible and autonomous work environment, taking ownership of cases and fostering strong relationships with users.

You have a proven track record in customer service, demonstrating your ability to handle complex situations with grace and professionalism. Your hospitable nature makes you a natural fit for a role that requires empathy and understanding of customer needs. You are adaptable and can work effectively under pressure, ensuring that you meet the highest standards of service.

Desirable

Experience in the hospitality or travel industry would be a plus, as it would enhance your understanding of the unique challenges faced by Airbnb hosts and guests. Familiarity with customer support tools and platforms can also be beneficial in streamlining your workflow and improving response times.

What you'll do

As a Senior Specialist in Premium Support, you will be on the front line, interacting directly with customers and internal stakeholders. Your primary responsibility will be to provide exceptional support to key members of the Airbnb community, particularly those in the Luxury segment. You will take ownership of cases, ensuring complete resolution while maintaining strong relationships with users. Your role will involve analyzing customer issues, identifying trends, and collaborating with other teams to enhance the overall customer experience.

You will be expected to work autonomously, managing your time effectively to meet the demands of the role. Your strong problem-solving abilities will be crucial in addressing customer inquiries and concerns, ensuring that each interaction is handled with care and professionalism. You will also contribute to the continuous improvement of support processes, sharing insights and feedback with your team to enhance service delivery.

What we offer

Airbnb values its employees and offers a competitive compensation package, including an hourly rate that ranges from $100,000 to $115,000 USD. In addition to salary, you may be eligible for bonuses, equity, benefits, and Employee Travel Credits. The company fosters a supportive and inclusive work environment, encouraging collaboration and innovation among team members. You will have the opportunity to grow your skills and advance your career within a globally recognized brand that is committed to connecting people and communities.

Join Airbnb and be part of a team that is dedicated to providing exceptional experiences for hosts and guests alike. Your contributions will play a vital role in shaping the future of travel and hospitality, making a meaningful impact on the lives of millions around the world.