We are seeking an experienced Account Manager to join our team in Palma de Mallorca. As an Account Manager, you will be responsible for improving the performance of your accounts by analyzing existing data and developing a solution-oriented strategy.

Key Responsibilities:

• Analyze existing data to identify areas for improvement and develop a solution-oriented strategy to increase revenue
• Build strong relationships with key customers and actively support them in increasing revenues
• Serve as the main contact person for vacation rental owners in the Balearic Islands, advising them on how to use our product and utilizing negotiation and upselling skills
• Organize lead-generating and networking events (remote or in-person) to build a community of vacation rental owners
• Coordinate the going live of our vacation rentals and ensure a continuously high level of customer success-oriented service
• Interact with our product and content team to guarantee a smooth onboarding process

Requirements:

• Relevant job experience in account management, tourism, or other commercial roles
• Strong communication and negotiation skills, with the ability to remain friendly and calm in all situations
• Near-native Spanish skills and fluent English
• Customer-centric, problem-solving attitude
• Excitement about new technologies and the travel industry

What We Offer:

• Impact: Make a difference for hundreds of thousands of monthly users
• Growth: Take responsibility from day one and develop through regular feedback, workshops, and knowledge exchanges
• Personal Development: Use your 2 extra study days to develop and grow
• Community: Engage with international, diverse, yet like-minded colleagues through regular events and 2 office days per week with your team
• Flexibility: Benefit from our hybrid work policy and the chance to work from other local offices for up to 8 weeks a year
• Travel: Enjoy 23 vacation days + the possibility to take up to 10 unpaid vacation days with interesting discounts on our Holidu Homes

If you're excited about this opportunity, apply online on our career page! Your first travel contact will be Lena from HR.

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As an Account Manager, you will improve the performance of your accounts by analyzing existing data and develop a solution-oriented strategy. You will build strong relationships with our key-customers and actively support them in increasing revenues. You will be the main contact person for our vacation rental owners in the Balearic Islands, advise them on how to use our product and use your negotiation and upselling skills. You will organize lead generating and networking events (remote or in-person) to build a community of vacation rental owners. You will coordinate the going live of our vacation rentals and ensure a continuously high level of customer success-oriented service. You will interact with our product and content team to guarantee a smooth onboarding process.

The ideal candidate will have a high level of self-motivation and ability to convince our vacation rental homeowners both on the phone (cold calling), in remote meetings and face-to-face. They will have a positive mindset towards new challenges and empathic personality that enables strong interpersonal relationships. They will have a solution-driven attitude and the ability to work in a responsible and organized way. They will have strong communication and negotiation skills and the ability to remain friendly and calm in all situations. They will have experience in sales or account management, travel industry or online business. They will have near-native Spanish skills and fluent English. They will have a driver's license.

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Your primary responsibility will be to ensure that our guests have an excellent experience on our platform, from booking to check-out. You will be the first point of contact for guests who have issues or concerns, and you will work closely with our internal teams to resolve these issues.

Responsibilities:

• Provide exceptional customer service to our guests via phone, email, and chat.
• Respond to guest inquiries and resolve issues in a timely and professional manner.
• Work closely with our internal teams to resolve issues and improve our processes.
• Collaborate with our guest experience team to develop and implement strategies to improve guest satisfaction.
• Analyze data and metrics to identify trends and areas for improvement.

Requirements:

• 5+ years of experience in a customer-facing role, preferably in a fintech or customer experience environment.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience working in a customer experience or guest experience role.
• Knowledge of Airbnb's products and services.
• Experience working with data and analytics tools.
• Certification in customer experience or a related field.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and growing company.
• Collaborative and supportive work environment.
• Professional development opportunities.
• Flexible work arrangements.

If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.

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This is a full-time position based in South Korea. 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 be primarily 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.

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:

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - 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 - Explains 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 - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently 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 - Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Supports the simplification of complex processes and ways of working within the team - Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Supports onboarding of new employees - Be a positive force in the team and help management drive & land changes with the least frictions possible - 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 build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Build & nurture relationships outside of your team - You are on-call to handle emergency situations in the evenings & weekends - Inspire a culture where quality is a core principle.

The responsibilities listed above are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out above may change and additional duties may be assigned as needed.

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The ideal candidate will possess a unique blend of business acumen and data science expertise. They will lead an innovative team focused on delivering data-driven insights and building tools for effective management of the marketplace dynamics.

Key responsibilities include:

• Leading and developing a high-performing geographically distributed team, fostering a culture of innovation, agility, growth, and collaboration.
• Driving crafts and analytical excellence on advanced data analysis, statistical modeling, experimentation, and metric frameworks.
• Serving as a key analytics partner to senior stakeholders, providing data-driven insights to guide key strategic decisions.
• Collaborating with teams including Strategic Finance, Data Engineering, Data Science, and Product Marketing in addition to other cross-functional teams.

Requirements include:

• A minimum of 10 years experience in advanced analytics, preferably in marketplace and/or travel industries with at least 4 years in people management roles.
• Experience in leading and motivating a geographically distributed team.
• Deep technical expertise in data analysis, experimentation, causal inference, and familiarity with LLMs.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Outstanding communication skills, capable of engaging with a variety of stakeholders and conveying complex concepts in an accessible manner.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

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