Premium Support Senior Specialist (Spanish)

Overview

Airbnb is seeking a Premium Support Senior Specialist who is fluent in Spanish to join our remote European team. In this role, you will deliver high-touch support to Airbnb guests and hosts, resolve complex issues, and advocate for product improvements based on customer feedback. This is a fully remote position with the flexibility to work across time zones in Europe.

Responsibilities

• Provide premium, Spanish-language support to Airbnb guests and hosts via email, chat, and phone.
• Troubleshoot and resolve complex account, billing, and product-related issues.
• Collaborate with cross-functional teams (Product, Trust & Safety, Payments) to resolve escalations and improve the customer experience.
• Maintain thorough case documentation and meet or exceed service level targets.
• Share customer feedback with product teams to influence improvements and new features.
• Mentor and coach junior team members to promote best practices in customer support.

Requirements

• Fluency in Spanish; professional proficiency in English.
• 3+ years of experience in premium or high-touch customer support.
• Experience with CRM/ticketing systems (e.g., Zendesk, Salesforce) is a plus.
• Excellent written and verbal communication, empathy, and problem-solving skills.
• Ability to work remotely within European time zones and manage a flexible schedule.
• Bachelor's degree or equivalent experience preferred.

About Airbnb

Airbnb is a global online marketplace enabling people to list, discover, and book unique accommodations around the world. This role is part of Airbnb’s Customer Support organization, delivering exceptional service to hosts and guests.