As a Hosting Services Staff Engineer, you'll lead the development and refinement of major subsystems powering the hosting services systems. This includes developing new and refined product features, supporting day-to-day operations, identifying patterns and building systems and patterns to streamline development and increase quality over time, performing and presenting technical & product deep dives to relevant stakeholders, and strategic planning.

At the staff level, our engineers are responsible for establishing a technical vision and then delivering a solution that is flexible, always available, efficient, and scales with the needs of the business.

The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

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This is a full-time position based in Japan. 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.

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.

Your Expertise Your background & experience 5+ 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.

Your Skills & Expertise World-class interpersonal and communication skills, both written and spoken, including conflict resolution. Active listening skills. Empathy and patience in dealing with customers, especially in high-pressure situations. Excellent 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. 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. Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly. Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives. 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 both English and Japanese.

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Full time

Location Type

Hybrid

Department

People

About the Team OpenAI’s People team aims to hire, engage, and retain world-class talent to safely build and deploy universally beneficial Artificial General Intelligence (AGI). The HR team, a vital subset of the People team, supports a diverse group of scientists, engineers, and business professionals, with expertise in employee relations, immigration, compensation and benefits, learning and development, project management, and more.

About the Role We’re seeking a seasoned HR Business Partner to support our growing teams across the EMEA region. This role serves as a trusted partner to regional leaders, combining strong operational execution with thoughtful business judgment to support performance, organizational health, and disciplined people practices at scale.

This role partners closely with the HRBP Lead, who owns regional org design and workforce planning. You will operate as the primary regional execution partner — translating strategic direction into consistent delivery, elevating manager capability, and proactively surfacing people risks and themes.

Your Responsibilities:

• Drive strong day-to-day HR execution: Partner with managers to support performance management cycles, feedback conversations, and employee relations matters with consistency and care.
• Be the go-to partner for frontline managers: Provide practical, timely guidance on team health, coaching conversations, policy interpretation, and manager enablement.
• Support and operationalize People programs: Help implement and maintain performance, engagement, and retention initiatives — ensuring processes are clear, scalable, and well-executed.
• Triage and resolve employee relations issues: Diagnose issues early, recommend appropriate actions, and partner with relevant COEs when needed.
• Maintain operational rigor: Track themes, ensure documentation is complete, and bring structure to recurring people processes.
• Collaborate cross-functionally: Work closely with fellow HRBPs and COEs to ensure a consistent and high-quality employee experience across EMEA.

We’re Seeking:

• Strong HR foundation: 3–5 years of total HR experience, including meaningful experience partnering directly with managers in fast-paced or high-growth environments as a Senior HR generalist or HR Business Partner.
• Execution-oriented partner: Comfortable operating in the day-to-day details while maintaining sound judgment and strong follow-through.
• Manager coach: Able to guide frontline managers through performance conversations and early employee relations issues with clarity and confidence.
• Operationally strong: Brings structure, organization, and discipline to people processes.
• Good judgment under pressure: Balances empathy with accountability and handles sensitive matters with discretion.
• High integrity: Trusted, fair, and principled.

Workplace & Location This role is based in our Dublin or London office, and we aren’t considering applications to work remotely at this time.

When applying, let us know which location(s) work for you.

If you're joining us in person, we offer relocation support and follow a hybrid schedule: three days a week in the office, with the option to work from home on Thursdays and Fridays. Our offices are set up for focus and connection—with adjustable desks, phone booths, conference rooms, stocked kitchens, and cozy spots to unwind or catch up with teammates.

About OpenAI OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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