Premium Customer Support Specialist

### Job Description We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. As a front-line ambassador, you’ll deliver end-to-end support for our most valued community members, including the Luxury segment. ### Responsibilities 1. Complex case management - End-to-End Resolution: Manage high-stakes cases across all channels (Phone, Chat, Social), ensuring complete resolution while maintaining strong user relationships. - Critical Thinking: Use expert judgment to adapt workflows when necessary, evaluating multiple perspectives to find the best outcome. - Stakeholder Collaboration: Escalate accurately and collaborate cross-functionally with senior stakeholders to resolve sensitive issues. 2. Bespoke Quality at Scale - High-Touch Hospitality: Deliver personalized, "above and beyond" support that anticipates guest and Host needs without sacrificing efficiency. - Tailored Solutions: Resolve issues quickly with a focus on mutual satisfaction, ensuring every interaction feels premium and memorable. 3. Team & Process Evolution - Knowledge Sharing: Act as a Subject Matter Expert (SME), mentor junior members and document best practices. - Continuous Improvement: Proactively share insights to refine operational workflows and improve the overall community experience. - Operational Agility: Stay open to shifting priorities, new tasks, or moving between teams to meet evolving business needs. 4. Engagement & Accountability - Trust Building: Manage internal and external relationships with flexibility and approachability. - Emergency Support: Remain available for on-call emergency situations during evenings and weekends as required. ### Working Hours - Working Hours: 9-hour shifts (with 1-hour break) between 8:00 AM and 8:00 PM JST - Work Days: 5 days per week (40 hours total). Schedule: 5 consecutive days (Tue–Sat OR Sun–Thu) - Note: Holiday work and overtime are sometimes required. ### Job Requirements [Must-Have] - 3+ Years of Customer Service Experience: Proven track record in a multicultural team environment, with proficiency in handling customer contacts via phone, chat, and messaging. - Language Proficiency: Business-level English and Native-level Japanese. - Conflict Resolution & Negotiation Skills: Ability to remain calm and act decisively when resolving complex or high-pressure issues. - Flexibility: Ability to work a flexible schedule including weekends, public holidays, and early morning/late evening shifts. - High Adaptability: Comfortable in a fast-paced environment and open to evolving roles, changing priorities, or moving between teams. - Tech Savviness: Proficiency in Mac OS, Google Workspace, and CRM tools, with the ability to quickly master new software. [Nice-to-Have] - Hospitality Industry Experience: Background in premium environments such as luxury hotels, airlines, or high-end brands. - VIP & Executive Support: Experience providing high-touch service to high-profile or influential clientele. - Tech Sector Background: Prior experience in customer support specifically for technology platforms or marketplaces. - Stakeholder Management: Experience collaborating with executive-level internal and external stakeholders to resolve complex challenges. ### Benefits - Live and Work Anywhere: Flexibility to work from home, the office, or anywhere in Japan; opportunity to work abroad for up to 90 days. - Allowances: Employee Travel Credit, Lifestyle Allowance, Work from Home Setup Allowance, Tax Services. - Compensation & Equity: Competitive salary, Bonus, Equity Awards, ESPP. - Insurance: Medical and Social Insurance. - Leave: Paid leave (15+ days), Floating Holidays, Marriage Time, Sick Leave, Congratulatory/Condolence Leave, Child-care Leave.