Premium Support Senior Specialist (Spanish)

Overview

Airbnb is seeking a Premium Support Senior Specialist (Spanish) to join our global Support team. This remote role, based in Canada, focuses on delivering high-touch, multilingual support to premium hosts and guests. The successful candidate will resolve complex issues, maintain strong relationships, and help elevate the guest experience on the Airbnb platform. This role requires fluency in Spanish and English, exceptional communication, empathy, and the ability to work cross-functionally with Product, Policy, and Engineering teams to ensure policy alignment and customer satisfaction.

Responsibilities

• Provide timely, empathetic, and effective support to premium hosts and guests in Spanish.
• Manage escalations and collaborate with Product, Policy, and Engineering teams to resolve issues.
• Document issues, track trends, and contribute to knowledge base updates to improve self-service options.
• Meet or exceed defined service level agreements (SLAs) and quality metrics.
• Mentor and support less experienced team members in premium support processes.
• Represent Airbnb values and ensure compliance with data privacy and security guidelines.

Requirements

• Fluent in Spanish and English, written and spoken.
• Previous experience in customer support, preferably in a high-touch or premium service environment.
• Strong communication, problem-solving, and relationship-building skills.
• Experience using ticketing systems and CRM platforms; ability to work remotely with a reliable setup.
• Knowledge of Airbnb platform and policies; ability to explain complex policies clearly.
• Ability to adapt to a fast-paced, multilingual environment and work flexible hours for global coverage.

Benefits

Airbnb offers competitive compensation, comprehensive benefits, remote-friendly policies, and opportunities for growth and development within a global community.

How to Apply

Apply via the Airbnb careers portal: https://careers.airbnb.com/positions/7171582?gh_jid=7171582