Spécialiste principal(e), Soutien Premium

1 month ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Provide premium, end-to-end support for complex and urgent booking issues.
  • Interact with guests, hosts, and internal stakeholders across current and future support channels.
  • Own assigned cases through final resolution while following working methods and management guidance.
  • Become an expert in Airbnb policies and procedures.
  • Explain complex information clearly and answer difficult questions with confidence.
  • Negotiate and mediate between hosts and guests in high-value reservations.
  • Manage highly sensitive cases and partner cross-functionally with Legal, Policy, and other teams.
  • Use independent judgment to determine when to follow or deviate from standard processes.
  • Share observations on community experience and continuous improvement opportunities with leadership.
  • Support onboarding, process simplification, team changes, and other ad hoc responsibilities as needed.

Requirements

  • 6+ years of relevant experience in multicultural customer service teams, ideally in hospitality, with phone and customer contact experience.
  • Experience in hospitality, especially on technology platforms, is an asset.
  • Prior experience using phone, messaging, or live chat to support users is preferred.
  • Experience working with executive-level stakeholders and resolving conflicts quickly and effectively.
  • Ability to work weekends, holidays, early mornings, and evening shifts, with schedules subject to business needs.
  • Strong oral and written communication skills, including conflict resolution.
  • Active listening, empathy, patience, and strong organizational skills with attention to detail.
  • Advanced computer skills, including Apple/Mac OS, Google Suite, and CRM systems.
  • Ability to thrive in ambiguous, fast-paced, complex environments and adapt to changing roles or teams.
  • Fluency in English, spoken and written, is required.

Benefits

  • Annual base pay range of CAD $83,000 to $88,000.
  • Potential eligibility for bonus.
  • Potential eligibility for equity.
  • Potential eligibility for benefits.
  • Potential eligibility for Employee Travel Credits.
  • Remote-work eligible in Canada.
  • Occasional in-office work or company event attendance may be included.

Interested in this position?

Apply directly on the company website

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