Elevated Support Senior Specialist

• As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You’ll own cases from “A to Z,” leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
• You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community.

Core Responsibilities

Complex Case Management

• Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
• Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
• Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
• Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business.
• Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
• Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.

Stakeholder Engagement & Communication

• Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
• Provide feedback and insights on potential improvements in tools, processes and policies.
• Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.
• Serve as a SME (subject matter expert) for complex case handling and policy.
• Act as a role model for operational excellence, reliability, and adaptability.
• Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

Qualifications

• A minimum of 24 months of call center experience or higher-level CS experience such as Team Leader
• Proven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.
• Advanced conflict resolution, negotiation, and active listening skills.
• Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
• Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
• High School Diploma or equivalent.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems. Preferred
• Experience in supporting clients within hospitality or technology platforms.
• Analytical mindset with the ability to extract insights and propose solutions.
• Experience collaborating with stakeholders at all levels and cross-functional teams.

Core Competencies

• Effective Communication: Uphold client company's tone and voice by showing empathy, professionalism, and a solution-oriented approach in every interaction with hosts and guests. Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.
• Urgency & Responsiveness: Act swiftly on escalations and/ or multi-touched cases demonstrating the ability to prioritise critical cases and deliver timely resolutions under pressure.
• Empathy & Professionalism: Demonstrate empathy, discretion, and sound judgment when managing escalated cases, always ensuring sensitive handling.
• Performance & Problem-Solving: Navigate complex customer service scenarios effectively while consistently meeting or exceeding key performance metrics. Able to offer practical, effective solutions for our Community.
• Organizational Skills: Apply strong prioritization, multitasking, and attention to detail to meet goals and honour commitments.
• Passion for User Satisfaction: Displays a genuine passion for resolving issues and delivering user satisfaction. Strives to ensure every user feels valued and every case is resolved equitably and conclusively.
• Established career path supported by self-assessments, virtual training, and guided cu