Senior Customer Support Advocate, Billing

Airbnb is hiring a Senior Customer Support Advocate, Billing to join our fully remote team in the United States. As a Senior Customer Support Advocate, Billing, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — Anywhere in the US). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Document solutions and improve help content What we offer: • Flexible working hours across US time zones • Competitive salary and meaningful equity • Home office and wellness stipends • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Airbnb is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Empathy and patience • Excellent written and verbal communication • Comfort with support tools (Zendesk, Intercom) • Reliable home internet and a quiet workspace Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • A growth mindset and eagerness to keep learning