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

As a Senior Specialist, Premium Support, you are a front-line expert for our community’s most vital members, including the Luxury segment. You don't just manage cases—you own them. You will lead high-stakes resolutions from start to finish, exercising high autonomy to find the best outcomes for Hosts, Guests, and the business.

A Typical Day
The responsibilities listed below are not exhaustive. They may change and additional duties may be assigned as needed.
1. Complex Case Leadership
- End-to-End Ownership: Solve the most severe and urgent cases. You’ll assess situations independently and drive them to final resolution using expert judgment.
- Advanced Negotiation: Mediate high-value disputes between Hosts and Guests, thinking outside the box to find creative compromises.
- Strategic Autonomy: Work cross-functionally with Legal and Policy teams, knowing when to follow workflows and when to deviate to achieve the best result.

2. Gold Standard Quality
- Bespoke Service: Set the performance benchmark by delivering impeccably personalized support that anticipates unique user needs.
- Urgency & Precision: Drive complex cases to conclusion quickly and without error, even in highly ambiguous situations.

3. Team & Process Evolution
- Mentorship & SME: Act as a Subject Matter Expert (SME), supporting new hire onboarding and simplifying complex team processes.
- Positive Influence: Proactively lead the team through change and remain flexible to take on new responsibilities as business needs evolve.

4. Stakeholder Engagement
- Strategic Partnerships: Build trust with internal and external stakeholders through clear, concise communication and professional integrity.
- Emergency Accountability: Handle high-priority on-call situations during evenings and weekends to ensure 24/7 community safety and satisfaction.

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]
- 5+ 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 employee

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