Specialist, Premium Support (French/English)

ABOUT THE ROLE Airbnb is a global community that connects travelers with unique homes and experiences. As a Specialist, Premium Support, you will be the first point of contact for our most discerning guests and hosts, delivering world‑class service in both English and French. Your role will be based remotely in Ireland, where you will collaborate with cross‑functional teams to resolve complex cases, uphold Airbnb’s reputation for hospitality, and help shape the future of premium support. WHAT YOU'LL DO - Handle end‑to‑end support for high‑value customers, ensuring each case reaches a satisfactory resolution while maintaining strong relationships. - Engage customers across live chat, social platforms, messaging, and phone, using Airbnb tools and external channels as needed. - Escalate issues to appropriate internal teams with clear context and follow up until closure, demonstrating ownership and sound judgment. - Provide timely, accurate updates to customers and stakeholders, translating technical information into clear, empathetic communication. - Collaborate with senior stakeholders and cross‑functional partners to identify process improvements and share best practices. - Adapt to evolving workflows and business priorities, taking on new responsibilities as the Premium Support team grows. WHAT YOU'LL NEED - Proven experience in a customer‑facing support role, ideally within a high‑volume, high‑stakes environment. - Fluency in English and French, with advanced spoken and written proficiency in both languages. - Strong analytical and problem‑solving skills, able to evaluate multiple options and recommend the best course of action. - Excellent communication skills, capable of building trust with customers and internal teams alike. - Ability to work independently in a remote setting, managing time effectively and maintaining high productivity. - A proactive, flexible mindset that thrives under pressure and embraces continuous improvement. WHY REMOTE The Airbnb community spans every continent, and our remote culture reflects that diversity. Working from Ireland, you will enjoy a flexible schedule that supports work‑life balance while staying connected to a global team through asynchronous collaboration tools. Our distributed environment encourages autonomy, empowers you to take ownership of your work, and allows you to contribute to Airbnb’s mission from wherever you are most productive. BENEFITS Airbnb offers a competitive benefits package that includes comprehensive health coverage, generous paid time off, a remote work stipend, and a learning budget to support your professional growth. We also provide relocation assistance for candidates moving to Ireland, ensuring a smooth transition into your new role.