- Experience
- 3+ yrs
- Salary
- EUR 45,000 – EUR 45,000 / year
- Openings
- 1
- Posted
- 1 day ago
- Work mode
- Work from home
- Eligibility
- Candidates must be eligible to work in Ireland at the start of employment; relocation support is provided for those moving internationally.
- Resume
- Required to apply
Job description
About Airbnb
Founded in 2007 with a vision to connect guests and hosts globally, Airbnb has expanded to include over 5 million hosts worldwide, facilitating more than 2 billion guest arrivals across diverse countries. The platform offers unique accommodations and experiences that foster genuine community connections.
Position Overview
This full-time remote role based in Ireland seeks a bilingual professional fluent in English and Spanish to deliver exceptional customer support to Airbnb’s community, especially focusing on the Luxury segment. Candidates must have the right to work in Ireland at the start of employment; relocation assistance is available for international applicants.
Key Responsibilities
- Provide comprehensive end-to-end case management, ensuring complete resolution while nurturing positive relationships with users.
- Engage with customers via multiple communication channels including live chat, social media, messaging, and phone.
- Apply sound judgment and flexibility in following workflows, seeking management approval for deviations when appropriate.
- Continuously improve service quality by responding constructively to feedback from management and quality teams.
- Deliver personalized, high-quality assistance tailored to individual guest and host needs, anticipating opportunities to enhance user experience.
- Support team success by sharing insights, best practices, and contributing to continuous process improvements.
- Maintain strong stakeholder relationships through openness, flexibility, and effective communication.
- Participate in emergency on-call duty during evenings and weekends.
Qualifications and Skills
- Minimum three years in multicultural customer service roles, preferably within hospitality and technology platforms, with experience handling premium clientele and call-based support.
- Proven ability in managing complex conflicts with senior-level stakeholders effectively and clearly.
- Excellent spoken and written communication skills in both English and Spanish; additional languages are advantageous.
- Strong organizational skills to manage high work volumes, multitasking, and prioritization within structured schedules.
- Demonstrated empathy, patience, and hospitality mindset in high-pressure scenarios.
- Adaptability to changing roles and business demands, including weekend, holiday, early morning, or evening shifts.
- Proficiency with computers, including macOS, Google Suite, CRM platforms, and a capacity to learn new technological tools rapidly.
Location Requirement
Applicants must reside in or be willing to relocate to Ireland to perform role duties effectively.
Inclusion and Accessibility
Airbnb is dedicated to fostering diversity and inclusion, welcoming applicants from all backgrounds, including candidates with disabilities who might require reasonable accommodations during hiring.
Compensation
The position offers an annual salary of €45,000. Compensation is subject to individual factors such as skills and experience and may include bonuses, stock options, benefits, and employee travel credits.