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Senior Specialist, Premium Support

1 month ago
Canada
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 45

Description

  • Provide end-to-end support for complex and urgent customer cases, including severe issues and high-value reservations.
  • Interact with customers and community members across current and future support channels, inside and outside Airbnb tools.
  • Own assigned cases through to final resolution using workflows, management guidance, and independent judgment.
  • Negotiate and mediate between Hosts and Guests to resolve sensitive reservation issues.
  • Manage highly sensitive cases cross-functionally with Legal, Policy, and other internal teams.
  • Explain complex information clearly, provide context, and answer difficult questions with confidence.
  • Personalize customer communications while maintaining high hospitality standards and driving cases to timely closure.
  • Share insights on community experience and process improvements with management.
  • Support onboarding, performance initiatives, and process simplification within the team.
  • Build relationships with stakeholders and help manage emergency situations during evenings and weekends.

Requirements

  • 6+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
  • Experience handling customer or client contacts by phone, messaging, or live chat is preferred.
  • Experience with high-profile or influential clientele is preferred.
  • Experience engaging executive-level stakeholders and resolving conflicts effectively and timely.
  • Ability to explain complex ideas simply and clearly.
  • Ability to work weekend days, public holidays, early morning shifts, and evening shifts.
  • Schedule flexibility to change based on business needs.
  • Strong written and spoken English fluency is required.
  • Excellent interpersonal, communication, active listening, empathy, and conflict resolution skills.
  • Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems.
  • Ability to thrive in an ambiguous, fast-paced, complex environment and adapt to changing responsibilities.
  • Hospitality experience and experience with technology platforms is a plus.

Benefits

  • Canada annual base pay range of $83,000 to $88,000 CAD.
  • Eligible for bonus compensation.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible in Canada.
  • Occasional office or offsite attendance may be required.

Interested in this position?

Apply directly on the company website

Apply Now

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