Elevated Support Senior Specialist

Teleperformance Spain; Toronto; On-site; CAD 28,000 - 39,000; Full time

Job summary

Teleperformance in Toronto is seeking an Elevated Support Senior Specialist to join the on-site operations team. You will own complex escalations, coordinate with multiple stakeholders, and provide timely, tailored resolutions that uphold our service standards.

The role requires strong communication, conflict resolution, and the ability to work autonomously within a fast-paced environment. The position is full-time, on-site at 75 Eglinton Ave E, with a focus on delivering exceptional customer

Qualifications

• A minimum of 24 months of call center experience or higher-level CS experience such as Team Leader.
• Fluent English language proficiency.
• Strong communication and problem-solving skills.

Responsibilities

• Take full, end-to-end ownership of complex, high-value escalations for guests and hosts.
• Serve as the single point of contact, ensuring timely, personalized solutions.
• Exercise discretion to deliver effective case closure, including financial decisions when needed.
• Proactively anticipate user expectations and work toward the best resolution.
• Negotiate and mediate between hosts and guests, especially in high-pressure situations.
• Operate with autonomy and sound judgment to protect the community.

Skills

Call center experience

Analytical thinking

Active listening

Negotiation

Conflict resolution

English fluency

Multitasking

Prioritization

CRM systems

Apple/Mac OS

Google Suite

Education

High School Diploma

Tools

CRM systems

Apple/Mac OS

Google Suite

Job description

Join Teleperformance – Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Elevated Support Senior Specialist

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site role

Reports to: Manager

Contract: Regular, Full-time

Education : High School Diploma

Travel Requirements: No

For existing vacancy : No

Advertised as: Elevated Support Senior Specialist
Title: Operations Customer Expert II

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than500,000 employees,developmentof an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world’s Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, weremaintrue to our core values of integrity, respect, professionalism,innovationand commitment.

• Autonomous - We encourage and trust your decision-making skills

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

About the Job

• As a Senior Specialist, Elevated Support, you will be on the front lines of the client’s Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts.You’llown cases from “A to Z,”leveragingstrong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
• You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community.

Core Responsibilities

Complex Case Management:

• Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
• Serve as the single point of contact for all parties, ensuringtimely, personalized, and effective solutions.
• Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
• Proactivelyanticipateuser expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business
• Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
• Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.

Stakeholder Engagement & Communication:

• Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
• Provide feedback and insights on potential improvements in tools,processesand policies.
• Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.

Continuous Improvement:

• Serve as a SME (subject matter expert) for complex case handling and policy.
• Act as a role model for operational excellence, reliability, and adaptability.
• Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

Qualifications

• A minimum of24 monthsof call center experience or higher-level CS experience such Team Leader
• Provenexpertisehandling complex, high-stakes casework, witha track recordof delivering exceptional customer experiences.
• Advanced conflict resolution, negotiation, and active listening skills.
• Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
• Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
• High School Diploma or equivalent.
• Fluent English Language proficiency.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems. Preferred
• Experience in supporting clients within hospitality or technology platforms.
• Analytical mindset with the ability to extract insights and propose solutions.
• Experience collaborating with stakeholders at all levels and cross-functional teams.

Core Competencies

• Effective Communication: Uphold client company’s tone and voice by showing empathy, professionalism, and a solution-oriented approach in every interaction with hosts and guests. Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.
• Urgency & Responsiveness: Act swiftly on escalations and/ or multi-touched casesdemonstratingthe ability toprioritisecritical cases and delivertimelyresolutions under pressure.
• Empathy & Professionalism:Demonstrateempathy, discretion, and sound judgment when managing escalated cases,always ensuring sensitive handling.
• Performance & Problem-Solving: Navigate complex customer service scenarios effectively while consistently meeting or exceeding key performance metrics. Able to offer practical, effective solutions for ourCommunity
• OrganizationalSkills: Apply strongprioritization, multitasking, and attention to detail to meet goals andhonourcommitments.
• Passion for User Satisfaction: Displays a genuine passion for resolving issues and delivering user satisfaction. Strives to ensure every user feels valued and every case is resolved equitably and conclusively

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid5weeks trainingand nesting,4 weeks ticketing,2 weeks annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location

• Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
• 100% on-site role

Compensation

• 23.43 CAD per hour

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited toparticipatein the selection process, we are committed toaccommodatingyou to best meet your needs.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.