Senior Specialist, Premium Support (Japanese speaker)

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>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. This is a full time position based in Singapore.</p> <p>The Senior Specialist, Premium Support functions on the front line interacting directly with both customers &amp; internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be 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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">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 &amp; 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.&nbsp; &nbsp;</span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <p>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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Complex case management: Provide the highest level of service to our community in each and every case</strong></span></p> <ul> <li>Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools</li> <li>Take end-to-end ownership of all assigned cases: ensuring a complete <em>final</em> resolution is reached based on workflows, management guidelines &amp; your own assessment of the case situation</li> <li>Become a subject matter expert in Airbnb policies and procedures</li> <li>Operate with little to no support from your leadership</li> <li>Explain and simplify complex information, provide appropriate context, and address complex questions with confidence</li> <li>Ability to negotiate &amp; mediate between Host &amp; Guest in resolving the issues at hand on high-stake &amp; high-value reservations</li> <li>Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box &amp; constantly looking for compromises</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><br><strong>Combining efficiency with bespoke quality: Provide 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</strong></span></p> <ul> <li>Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances</li> <li>Ability to multitask and handle multiple issues at the same time with efficiency and speed</li> <li>Ability to articulate a rationale and make decisions on when and how to make workflow exceptions</li> <li>Personalize communications to users, demonstrating the highest hospitality standards</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><br><strong>Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success</strong></span></p> <ul> <li>Provide insights about community experience and continuous improvement opportunities to your Management</li> <li>Collaborate with management &amp; leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment</li> <li>May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.</li> <li>Willing to take on various tasks and responsibilities as needed (including moving teams) and&nbsp; showing openness to new challenges and a proactive approach to work</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><br><strong>Stakeholder engagement: You have gained the trust of internal &amp; external stakeholders through effective relationship management and delivering results</strong></span></p> <ul> <li>Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt</li> <li>You are on-call to handle emergency situations in the evenings &amp; weekends</li> <li>Inspire a culture where quality is a core principle</li> </ul> <p>&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Your Expertise:</strong></span></p> <h4>Your background &amp; experience</h4> <ul> <li>4+ 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</li> <li>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.&nbsp;&nbsp;</li> <li>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.</li> <li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs</li> </ul> <h4>Your skills &amp; expertise</h4> <ul> <li>Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts &amp; engage