Italian-speaking Airbnb Aircover Customer Specialist

About the role

We are looking for an Italian‑speaking Customer Specialist to join Airbnb’s Aircover support team in Lisbon. You will be the first point of contact for guests and hosts, delivering fast, friendly assistance and ensuring a smooth experience with the Aircover product.

Key responsibilities

• Handle inbound and outbound customer inquiries in Italian and English via phone, chat or email.
• Diagnose and resolve Aircover‑related issues, providing clear guidance and timely solutions.
• Collaborate with internal teams to address complex cases and improve support processes.
• Document interactions accurately in the ticketing system, capturing details of problems and resolutions.
• Collect and relay customer feedback to help enhance the Aircover offering.

Required profile

• Fluent Italian (C1/C2) and solid English communication skills (B2).
• Previous experience in a customer‑service or BPO environment.
• Strong analytical and problem‑solving abilities.
• Flexibility to work rotating shifts, including weekends and holidays.

Required skills

• Proficiency in using standard office and ticketing software.

What we offer

• Competitive base salary with performance bonuses.
• Private health insurance and wellness programmes.
• Opportunities for professional development and career progression.
• Modern office in a multicultural team environment.
• Relocation assistance for candidates moving to Lisbon.