Specialist, Premium Support (French/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 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

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. 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 Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and Italian, spoken and written, as you will be dealing with cases in both Italian and English. This is a full time position based in Ireland.  The Difference You Will Make: The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & 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. 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 & 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. 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 * Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation * Become a subject matter expert in Airbnb policies and procedures * Operate with little to no support from your leadership * Explain and simplify complex information, provide appropriate context, and address complex questions with confidence * Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations * Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises 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 * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances. * Ability to multitask and handle multiple issues at the same time with efficiency and speed. * Ability to articulate a rationale and make decisions on when and how to make workflow exceptions. * 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 * Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment * May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc. * 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 * Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt. * You are on-call to handle emergency situations in the evenings & weekends. * Inspire a culture where quality is a core principle. Your Expertise: * 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 * 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. * Empathy and patience in dealing with customers, especially in high-pressure situations. * Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments. * 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. * Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives. * 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. * Advanced 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 Italian (you will be dealing with cases in both Italian and English), 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.  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. 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 €50.000—€58.000 EUR

On

IN SHORT Welcome to On! The fastest growing premium sportswear brand is looking for a Senior Specialist - Sales Representative to continue to drive profitable and sustainable sales and market share growth across On’s France accounts whilst elevating the ON brand in the eyes of the customer. You will join an established and growing France Sales team who are continuing to ignite spirits and spread On’s mission and innovative products across France. YOUR MISSION * Represent our field accounts across our performance business (Performance Running, Performance Outdoor) inc. Run Specialty, General Sporting Goods and Outdoor Specialty. * Be the expert and key contact for assigned accounts and categories.  * Support the development of account relationship and account strategies, formalizing them via Strategic Account Plans and in alignment to the overall business and brand strategy.  * Lead the sell-in aligned to Seasonal priorities and ensure tools in place to execute sell out.   * Agree on sell-out support where needed and formalize this via account marketing plans.  * Monitor sell-out and ensure timely order book conversion. * Support negotiation and enforcement of ON trade terms. * Measure progress on your own KPIs.   * Provide realistic plans and forecasts on customer performance.    * Acting internally as an ‘ambassador’ towards all functions and vice versa and help manage all interfaces.  YOUR STORY * +3 years proven experience in Account Management.  * Proven sales experience ideally within sports, fashion or retail sectors. * Proven experience in Selling and Negotiating. * Fluent or C1+ level French & English is a must to fulfill this role. Additional languages are a plus.  * Strong communication skills: written, oral and presentation. * Analytics: ability to analyse data to improve strategic decision making and implementation.   * Strong industry knowledge, across divisions of footwear and apparel ideally within the Sporting goods and or Fashion industry. * Understanding of local markets’ consumers, accounts and commercial needs.   * Strong business acumen, strategic, numerical, analytical and critical problem solving mindset: ability to analyse data to improve strategic decision making and implementation.   * Valid French drivers license and fully comfortable to travel for business. * Ideally you are based in or within close proximity to Paris, for account visits. * Additional locations: Annecy, Lyon. ABOUT THE TEAM We are the France Sales team at On. Our mission: To drive growth and establish On’s market presence. We work passionately; forging partnerships and delivering innovative performance and lifestyle products. Inspired by athletes we are driven to do better. Always looking for new ways to support our customers in their journey to achieve their personal best. You will join an established France Sales team and  continue to accelerate On’s success in the region. You will drive profitable and sustainable sales and market share growth within assigned accounts and all target categories whilst elevating the On brand in the eyes of the customer.