A leading travel tech company in Dublin seeks a professional to manage and develop a portfolio, deepen customer relationships, and drive account growth through strategic planning and communication. Candidates should have at least 5 years of experience, a Bachelor’s degree, and possess impactful communication and negotiation skills. The role allows for flexible work arrangements and offers a comprehensive benefits package, contributing to a rewarding career journey in the travel industry. #J-18808-Ljbffr
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 Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. The AirCover team supports this mission by standing up for Hosts and guests when things go wrong — often under intense scrutiny and at moments that materially impact trust in our platform. We operate in a fast-moving, high-stakes environment where decisions must be accurate, timely, and defensible. We are looking for a resilient, highly skilled leader who thrives under pressure and excels at steering teams through urgent, sensitive, and complex escalations. This leader is capable of juggling multiple high-impact cases concurrently, providing sound judgement even when facts are incomplete, and maintaining steady direction for both the team and senior stakeholders. They will act as the operational leader for Service Recovery in moments where the Operations Manager is not present. This role requires a strategic mindset, exceptional stakeholder management capability, and the ability to build and develop a high-performing team of escalation specialists who can operate at an executive-facing level. The Difference You Will Make In this role, you will guide the Service Recovery team in delivering best-in-class support during our most sensitive, time-critical escalations. You will manage competing priorities, navigate ambiguity, and ensure we maintain rigor, consistency, and empathy even under pressure. You will help shape the broader AirCover escalation strategy while coaching the team to grow into trusted, high-judgement escalation handlers. A Typical Day Team Leadership & Operations Own and manage end-to-end people strategy for the team: onboarding, capability building, continuous feedback, and performance management. Serve as the primary leader during high-pressure moments or when the Operations Manager is not available, ensuring continuity of service, judgement, and decision-making. Build a culture of accountability, clarity of expectations, and operational discipline across the team. Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols. Create and own monitoring metrics to ensure best-in-class community service. Escalation & Case Management Oversee the handling of complex, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk. Serve on call as needed for incident response. Act as escalation point for point specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations requiring fast, senior-level decision-making. Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation. Strengthen the team’s ability to independently handle high-judgement work by creating frameworks, playbooks, and escalation routing clarity. Stakeholder Management & Influence Build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations. Communicate effectively with executive audiences, synthesizing complex information and recommending a clear path forward under tight timelines. Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks. Continuous Improvement & Strategic Impact Identify systemic weaknesses across processes, policies, and tools — and drive measurable improvements. Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally. Lead or contribute to cross-functional projects that enhance the escalation ecosystem from end to end. Your Expertise: 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments. Proven experience of incident management in a fast-paced environment. Demonstrated ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgement. Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists. Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure. Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ. High analytical capability and comfort making decisions in ambiguous, evolving contexts. Strong operational judgement and the ability to balance risk mitigation with customer experience. A calm, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments. Experience hiring and managing globally dispersed employees is a plus. Location: Dublin, Ireland 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 €60.000 — €70.000 EUR #J-18808-Ljbffr
A leading tech firm in Ireland seeks a CS Delivery Team Specialist to support customer service operations. Your role will involve managing case escalations, providing guidance, and ensuring operational efficiency. Ideal candidates will have 3+ years in operations, strong interpersonal skills, and experience with high-severity cases. The role requires multitasking in a fast-paced environment, with flexible working hours, including weekends and holidays. The salary range is between €50,000 and €58,000 annually, with potential for bonuses. #J-18808-Ljbffr
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 German , 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 CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and German, 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 German, 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 German, 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. 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 Pay Range €40,000 — €48,000 EUR #J-18808-Ljbffr
A leading global travel company is seeking a skilled Service Recovery Team Leader in Dublin, Ireland, to manage critical escalations and drive the team's operational success. The ideal candidate has 4–6+ years of experience in crisis management, demonstrated incident management capabilities, and exceptional communication skills. This role requires navigating complex scenarios, guiding teams through urgent matters, and building strong relationships with stakeholders. A competitive salary of €60,000 – €70,000 EUR is offered, alongside potential bonuses and benefits. #J-18808-Ljbffr
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 The CS Team Specialist supports one or more internal CS services. This is a full time position based in Ireland, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services. 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. The Difference You will Make 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. Enable the successful resolution of core customer-facing work Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s). Act as Delivery’s first line of escalation support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests. Manage slack/zoom consultations and act as floor support for team. Set up a well-oiled operational environment Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work. Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues. Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons. Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices. Collaborate with cross-functional partners and stakeholders Summarize and elevate issues to high level stakeholders when appropriate. Step in as a consultative escalation point for other Delivery teams handling complex cases. Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery. Provide recommendations and insights on service performance Report out on ambassador, team, and service performance trends to Delivery leadership. Provide insights & recommendations for how to improve service delivery. Close the loop with Training for areas where all Ambassadors need improvement. Act as support for Delivery leadership as requested Document ways of working, best practices, and the norms for your service(s). Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s). Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes. Sit on a hiring panels and support upskilling and onboarding of new teammates. Help drive internal Delivery improvement initiatives as assigned by your manager. Your background & experience A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects. Experience managing high severity/sensitivity cases and decision-making authority for losses. Experience in coordinating operational teams, documenting ways of working and handling IT issues. Hospitality experience is a plus, comfort with communicating with customers is a must. Knowledge of google sheets, SQL, and Salesforce is a plus. Language proficiency in English and German. Other languages are a plus. Bachelor’s Degree, or equivalent work experience. Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials. 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 You are a team player and can work seamlessly with peers & colleagues as part of a global team. Excellent interpersonal and communication skills, both written and spoken, to customers and teammates/partners. Extremely organized, you are able to multitask and prioritize competing workstreams. Calm and empathetic with an ability to remain level headed in tough situations. Ownership mentality with ability to drive work forward even in ambiguous situations. Ability to understand, report & explain data & performance results. Ability to collect feedback & translate ambassadors needs toward process improvements or product feature enhancements. Detailed understanding of customer service operations and processes. Quick learner and curious mindset towards other teams & services. 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. 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. 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, 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 #J-18808-Ljbffr
A global hospitality company is seeking a CS Specialist, Premium Support to provide exceptional customer service to the Airbnb community. This remote role based in Ireland requires fluency in English and German, along with strong problem-solving skills. The ideal candidate will manage complex cases, foster relationships with users, and enhance the overall experience. This position offers a competitive salary ranging from €40,000 to €48,000 as well as relocation support for candidates moving from other countries. #J-18808-Ljbffr
Benefits We provide a full benefits package, including exciting travel perks, generous time‑off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees’ passion for travel and ensure a rewarding career journey. We’re building a more open world. Role Summary Manages and develops a segment of the portfolio to deepen customer relationships and grow accounts through strategic planning. Acts as trusted advisor to accounts in portfolio. Takes ownership of customer problems, including leading and driving internal and external solutions. May lead contract negotiations for smaller accounts. Shares best practices across teams and regions. Education 5+ years of experience for Bachelor's, 3+ years for Master's. Bachelor's or Master's or equivalent experience. Functional/ Technical Skills Proficiency in English + local language of the market(s) where applicable. Impactful communicator. Impactful in sales techniques. Portfolio management, negotiation with Director and C‑suite levels, cross‑selling, and managing operational complexity. Role Expectations Establishes new and fosters existing trusted relationships with key decision makers/influencers on customer accounts Contributes ideas regarding how to create business opportunities (e.g., progress meetings, fact‑finding/exploratory meetings) to strengthen and grow customer account. Looks for signals that the customer may need additional products/services and navigates through the appropriate organization channels to ensure important customer account business issues are identified and acted upon. Completes and manages dynamic local‑, regional‑, or chain‑level account plans based on an understanding of customer need and industry trends; prioritizes time based on the account’s value for the organization or likelihood of success. May be required to develop market/territory plans, represent company at industry events, or build company profile in location. Demonstrates understanding of how the organization does business (e.g., business model and operations, financial performance, and key success factors). Applies understanding of the policies, practices, trends, and information (including competitor) that impact the organization and its customers to anticipate and plan for each step of a project. Demonstrates a deep understanding of the financial impact of decisions/solutions and how own role contributes to positive outcomes. Prepares and articulates a business issue impacting own team and helps develop the rationale for addressing it (e.g., impact on satisfaction scores or team revenues). Assists in the identification and analysis (e.g., cost/benefit, risk) of potential solutions to address the business need. Helps determine the recommended solution, documenting the business case for change and sharing with team leadership. Understands the market dynamics and how that is used to spot overall trends; uses this knowledge and understanding to influence customer decisions and business outcomes. Helps customers understand the company’s standard contracts and terms and conditions; asks questions of peers when appropriate. Builds productive relationships with legal resources; partners to develop appropriate contract terms for simple contracts. Seeks assistance from senior staff to negotiate simple or short‑term contracts. Replaces simple/short-term contracts with complex multi‑year contracts for account or regional account. Demonstrates compelling rationale while explaining ideas to gain support to resolve issues and effectively influence others. Offers alternatives and suggestions to address areas of differences to find a common ground, ability to handle objections, disarm tactics effectively, elegantly move out of deadlock situations and achieve favorable outcomes in each negotiation. Considers the situation from the point of view of the other party to identify a common ground; calculates the costs and benefits of possible solutions and the implications of not reaching an agreement. Ability to align products, technology, and offerings to account and market needs, driving strong business outcomes. Understands the full array of the company’s offerings and areas of expertise; applies this knowledge to meet the needs of the customer. Builds and maintains a thorough working knowledge of products, technologies, offerings, etc. Demonstrates a working knowledge of competitors’ products and services as well as their strengths and weaknesses. Builds relationships with key individuals within the team, department, and organization. Strategically builds relationships to support total portfolio and organization needs. Builds relationships within industry outside of account. Builds working knowledge of customer industry, including market trends and economic challenges and competitive market. Meets with customers to discuss needs and seek feedback on value of products or services. Supports the interpretation of the data relative to the performance of products, services, and solutions against customer needs/expectations. Provide ongoing input to senior management in developing effective and scalable solutions to improve process efficiencies. Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. #J-18808-Ljbffr
This temporary assignment will be working at Airbnb, and may involve working at an Airbnb site, you will however be contracted through Magnit Global, a UK registered employment business with the company registration number 05537535. The Community You Will join The EMEA Tax team is responsible for ensuring accurate accounting for tax matters, managing tax compliance, monitoring of relevant tax policy, identifying opportunities and implementation. We are collaborative and hard working, with a sense of urgency in the work that we do. Even in the challenging environment of EMEA Tax with an ever changing world of new statutory requirements and a mobile workforce, as a team we come together to support each other and make sure we are setting each other up for success. Tax has many internal stakeholders here at Airbnb and you will partner with many of them, including teams such as Operations, Legal, Policy and the broader Finance Team. The Difference You Will Make Support the direct and indirect tax compliance process in the region Support the preparation of tax provisions for the EMEA region to ensure the financial statements accurately reflect the accounting for corporate income taxes, deferred taxes, and indirect taxes; identify, develop and implement process improvements Support the tax team with local, regional and country-level tax negotiations, audits, implementations, and compliance Interface with multifunctional teams within the company as well as external tax advisors located throughout the region to implement tax strategies Understand and help implement the company's tax policy goals Strong organizational skills, attention to detail and highly motivated/proactive A Typical Day Work closely with the global Tax Team, keeping relevant team members updated on developments and assisting on global led projects Manage relevant cross functional stakeholders on tax matters Take ownership for planning opportunities and project manage implementation Review and approve direct and indirect tax payments Manage timely and accurate lodgement of tax returns Review monthly and quarterly accounting journals and reconciliations Skills Tax professional CTA preferred Accountancy qualification preferred ACA/ACCA/CIMA A minimum of 8+ years of experience with multinational companies, working within a Big Four and/or multinational company tax department Ability to communicate and interact effectively with individuals at all levels internally as well as outside of the firm Bilingualism an asset but not mandatory Role models Airbnb Core Values Must be passionate about the company High energy with superb attention to details, and the ability to prioritise and deliver in a fast-paced environment. IMPORTANT NOTE Needs to go twice a week at the office. 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. #J-18808-Ljbffr
A global tech company in Dublin is seeking a Tax Consultant to support tax compliance and preparation of tax provisions for the EMEA region. The ideal candidate will have over 8 years of experience in tax within multinational firms and hold a CTA or ACCOUNTING qualification. You'll collaborate closely with cross-functional teams and tax advisors to implement tax strategies. Work is primarily on-site twice a week, offering a dynamic environment with opportunities for growth. #J-18808-Ljbffr
