Senior Specialist Italian

Position: Senior Specialist, Premium Support (Italian)
# Senior Specialist, Premium Support (Italian)3.82w ago##

Job Description Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
* This role is newly created and does not replace or backfill an existing position. Airbnb's Recruiting Team uses automated tools and/or artificial intelligence to assist in the initial screening of applicants.
*** The Community You Will Join:
** We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in
** English and in Italian, spoken and written**.
** The Difference You Will Make:
** The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.

The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

** A Typical Day:
** The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
** Complex case management:
Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases**+ 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+ Explains 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+ Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.+

Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
** Combining efficiency with bespoke quality:
Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
*** Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
* Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
** Participating in your team’s improvement:
Leverage your functional operational knowledge to proactively lead the team to succeed**+ Provide insights about community experience and continuous improvement opportunities to your Management+ Supports the simplification of complex processes and ways of working within the team+ Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.+ Supports onboarding of new employees+ Be a positive force in the team and help management drive & land changes with the least frictions possible+ Willing to take on various tasks and responsibilities as needed (including moving teams) and …