Premium Support Specialist (French Speaker)

Join Airbnb as a Premium Support Specialist, where you'll provide exceptional customer service to our community, including the Luxury segment. You'll take ownership of cases, ensuring complete resolution while fostering strong relationships with users. The ideal candidate is fluent in English and French, has strong communication skills, and a passion for delivering exceptional customer service.

• Assurer un service client exceptionnel en fournissant un soutien complet aux membres clés de la communauté Airbnb, y compris le segment de luxe.
• Gérer de manière proactive des cas complexes, en prenant la responsabilité de la résolution complète et en établissant des relations solides avec les utilisateurs.
• Participer à l'amélioration continue de l'équipe en partageant des idées et des meilleures pratiques, et en fournissant des conseils techniques aux membres moins expérimentés de l'équipe.
• You must be fluent in both English and French, with advanced proficiency in spoken and written communication in both languages
• The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written
• CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise
• They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Ability to adapt to new tasks and responsibilities as needed
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Language proficiency in English and French, written and spoken, other languages are a plus
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Passion for delivering exceptional customer service and setting a high bar
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Active listening skills to understand guest needs and provide personalized recommendations and assistance