※Please submit your CV/resume in English when applying※

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. You won’t just close tickets; you’ll take full ownership of cases, building lasting relationships through expert problem-solving and high-touch hospitality.

Typical day:
The responsibilities listed below are not exhaustive. They may change and additional duties may be assigned as needed.
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.

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.

- 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)
※Holiday work and overtime are sometimes required.

[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.

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.

Business Conversation Level (TOEIC 735-860)

Native Level

・ Live and Work Anywhere
　- Work from home or the office, or where you can be your best
　- Move anywhere within Japan and your compensation won’t change
　- Flexibility to travel and work around the world for up to 90 days at a time

・Allowances
　- Employee Travel Credit
　- Lifestyle Allowance
　- Work from Home Setup Allowance
　- Live and Work Anywhere Tax Services (mobility tax support for your general tax questions on living and working anywhere)

・Bonus
・Equity Awards
・ESPP
・Medical Insurance
・Social Insurance

Paid leave(15days-)
Floating Holidays(up to 2 days for personal celebration)
Marriage Time(3 consecutive days)
Sick Leave
Congratulatory or Condolence Leave
Child-care Leave

Full time

3-minute walk from Shinjuku Station
5-minute walk from Tochomae Station
9-minute walk from Shinjuku-Nishiguchi Station