Elevated Support Senior Specialist

TP; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Medical and Dental benefits

Paid training and nesting

Employee Family Assistance Programs

Rewards & Recognition programs

Job summary

TP in Toronto seeks a Senior Specialist for Elevated Support to manage urgent, high-stakes cases, ensuring exceptional customer service. You'll leverage your analytical and communication skills to deliver effective solutions, enhancing guest and host experiences.

The role requires a minimum 24 months of call center experience, strong negotiation skills, and the ability to work in a fast-paced environment. The company offers a positive working culture with competitive salary and benefits including medical and dental plans.

Qualifications

• Minimum of 24 months of call center experience or higher-level customer service experience.
• Proven expertise in handling complex, high-stakes casework.
• Ability to work weekend days and public holidays, as well as early shifts.
• Strong organization, prioritization, and multitasking abilities in a fast-paced environment.

Responsibilities

• Take full ownership of complex, high-value escalations.
• Serve as the single point of contact for all parties involved.
• Proactively negotiate and mediate between hosts and guests.
• Provide feedback and insights on potential improvements.

Skills

Advanced conflict resolution

Negotiation skills

Analytical mindset

Active listening skills

Excellent written communication

Excellent verbal communication

Organization skills

Prioritization abilities

Multitasking abilities

Education

High School Diploma or equivalent

Tools

Google Suite

CRM systems

Apple/Mac OS

Job description

• 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’ll own cases from “A to Z,” leveraging strong 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, ensuring timely, personalized, and effective solutions.
• Empowered to 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 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, processes and policies.
• Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.
• 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 of 24 months of call center experience or higher-level CS experience such as Team Leader
• 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.
• 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 cases demonstrating the ability to prioritise critical cases and deliver timely resolutions under pressure.
• Empathy & Professionalism: Demonstrate empathy, 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 our Community.
• Organizational Skills: Apply strong prioritization, multitasking, and attention to detail to meet goals and honour commitments.
• 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.
• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Paid 5 weeks training and 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 are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto.