Senior Specialist, Premium Support (Italian/English)

Airbnb

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. * This is a remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries. * You must be fluent in both English and French as you will be supporting cases in both languages, with advanced proficiency in spoken and written communication in both languages. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. This is a full time position based in Ireland.  The Difference You Will Make: The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. 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. 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. A Typical Day:  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. Complex case management: Provide the highest level of service to our community in each and every case * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone * Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate * Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management 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 * Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution * Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances * Personalize communications to users, demonstrating the highest hospitality standards Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success * Provide insights about community experience and continuous improvement opportunities to your Management * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. * Shares ideas to improve processes and ways of working * Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work. Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results * Displays flexibility, openness and approachability when resolving issues * Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics * You are on-call to handle emergency situations in the evenings & weekends Your Expertise: * 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 * 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.   * 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. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs. * Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. * Active listening skills to understand guest needs and provide personalized recommendations and assistance. * Empathy and patience in dealing with customers, especially in high-pressure situations. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. * Passion for delivering exceptional customer service and setting a high bar. * Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. * Ability to adapt to new tasks and responsibilities as needed. * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. * Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. * Language proficiency in English and French (you will be supporting cases in both languages), written and spoken, other languages are a plus. Your Location: Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.   #ind How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Ireland Annual Pay Range €45.000—€45.000 EUR

Airbnb

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. * This is a remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries. * You must be fluent in both English and Spanish as you will be supporting cases in both languages, with advanced proficiency in spoken and written communication in both languages. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. This is a full time position based in Ireland.  The Difference You Will Make: The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Spanish, 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. 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. A Typical Day:  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. Complex case management: Provide the highest level of service to our community in each and every case * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone * Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate * Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management 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 * Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution * Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances * Personalize communications to users, demonstrating the highest hospitality standards Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success * Provide insights about community experience and continuous improvement opportunities to your Management * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. * Shares ideas to improve processes and ways of working * Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work. Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results * Displays flexibility, openness and approachability when resolving issues * Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics * You are on-call to handle emergency situations in the evenings & weekends Your Expertise: * 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 * 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.   * 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. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs. * Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. * Active listening skills to understand guest needs and provide personalized recommendations and assistance. * Empathy and patience in dealing with customers, especially in high-pressure situations. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. * Passion for delivering exceptional customer service and setting a high bar. * Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. * Ability to adapt to new tasks and responsibilities as needed. * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. * Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. * Language proficiency in English and Spanish (you will be supporting cases in both languages), written and spoken, other languages are a plus. Your Location: Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.   #ind How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Ireland Annual Pay Range €45.000—€45.000 EUR

Westwing

JOIN OUR TEAM As a (Senior) Payroll Specialist, you’ll oversee and coordinate payroll for Germany, Italy, Spain, and The Netherlands, ensuring seamless collaboration with our external service providers. You will play a pivotal role in delivering accurate, timely, and compliant payroll processes across the region. By submitting your application, you acknowledge and agree that we may request relevant certificates and documentation justified by the nature of the role, such as a valid Certificate of Conduct. This position is permanent, reporting into our headquarters in Munich and based in Warsaw. WHAT YOU'LL DO * Manage payroll processes across multiple European countries via several external service providers * Ensure accurate and timely payroll execution, including tax filings, social security contributions, internal Finance-related reporting and compliance audits * Act as the main point of contact for payroll-related matters for internal and external stakeholders, including Finance, tax authorities and auditors * Monitor payroll-related SLAs and KPIs to ensure efficiency and continuous improvement * Drive process optimisation and digitalisation initiatives to enhance payroll accuracy, automation, and scalability YOU COME WITH * 3+ years of experience in payroll management, preferably in a fast-paced, international environment * Strong knowledge of payroll processing, tax, and social security laws in Europe and especially DACH focus (Germany minimum requirement) * Independent, structured, and detail-oriented working style with a strong sense of responsibility * A reliable, flexible and discreet personality * Enjoy working in a team and communicating in Polish and English (very good written and spoken); German, Spanish, Italian and Dutch are a plus WHY WESTWING If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it. At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living. Here is what you can look forward to: * A high-performance culture built on trust, feedback and collaboration * An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone * A flexible hybrid setup with 2 office days per week - because strong connections and quick collaboration make great ideas happen * Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas * 20 to 28 days of paid holiday to rest, recharge, and come back ready to create * A beautiful, centrally located, dog-friendly office with inspiring spaces * Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers * Wellbeing support through mental health resources, sports memberships, and preventive care * Team rituals that celebrate results and togetherness - from Summer & Winter Parties to Oktoberfest ABOUT US Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd. Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity. DEPARTMENT People & Culture