Elevated Support Senior Specialist

TP Canada; Toronto; On-site; CAD 23,866 - 33,992; Full time

Benefits offered by this job

Paid training for 5 weeks

4 weeks ticketing

Medical and Dental benefits

Employee Family Assistance Programs

Job summary

TP Canada is seeking an Elevated Support Senior Specialist to manage complex customer issues and provide exceptional service. This is a 100% on-site position in Midtown Toronto.

The ideal candidate will possess strong customer service skills, conflict resolution abilities, and effective communication strategies. A High School Diploma is required, along with at least 24 months of relevant experience. The role includes comprehensive training and competitive salary.

Qualifications

• Minimum of 24 months of call center or high‑level customer service experience.
• Proven expertise in handling complex, high‑stakes casework.
• Excellent written and verbal communication skills.

Responsibilities

• Take ownership of complex escalations from guests and hosts.
• Clearly explain concepts to various audiences while fostering inclusivity.
• Act as a subject matter expert for case handling and policy.

Skills

Customer service experience

Conflict resolution

Effective communication

Analytical skills

Education

High School Diploma or equivalent

Tools

Apple/Mac OS

Google Suite

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: None.

Core Responsibilities

• Complex Case Management
  • Take full ownership of complex, high‑value, or high‑urgency escalations from guests and hosts.
  • Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
  • Exercise discretion to deliver effective case closure, including making financial decisions when unique circumstances require thoughtful adaptation.
  • Proactively anticipate user 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 the 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, processes, and 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

• Minimum of 24 months of call center experience or higher‑level customer service experience.
• Team leader experience.
• Proven expertise handling complex, high‑stakes casework, with a track record of 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.
• Native English language proficiency.
• Good computer skills, including Apple/Mac OS and Google Suite, familiarity with CRM systems, and ability to quickly learn new tools.
• Ability to work weekend days and public holidays, early morning and evening shifts; schedule may change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems.
• Preferred experience 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 — empathy, professionalism, solution‑oriented approach.
• Urgency & Responsiveness — prioritize critical cases and deliver timely resolutions under pressure.
• Empathy & Professionalism — subtle handling of escalated cases with discretion and sound judgment.
• Performance & Problem‑Solving — navigate complex customer service scenarios effectively while meeting performance metrics.
• Organizational Skills — strong prioritization, multitasking, attention to detail.
• Passion for User Satisfaction — genuine passion for resolving issues and delivering satisfaction.

Benefits & Perks

• Established career path supported by self‑assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth.
• Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
• Competitive salary with incentive programs.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location Candidates are advised to be within travel distance from our primary location: Yonge‑Eglinton Midtown Toronto, 100% on‑site role.

Compensation: 21 CAD per hour.

Teleperformance welcomes and encourages applications from people with disabilities and is an Equal Opportunity Employer.