Premium Support Lead — Luxury Reservations Expert

airbnb, Inc.; Canada; Remote; CAD 83,000 - 88,000; Full time

Benefits offered by this job

Bonus eligibility

Employee Travel Credits

Job summary

Airbnb Canada, Inc. is seeking a Senior Support Specialist, Premium Support, to deliver end-to-end assistance to guests and hosts in the Luxury segment. You will own complex cases and interact with customers across channels.

The role requires 6+ years in multicultural customer service, exceptional communication, and the ability to work autonomously, including evenings and weekends, in a remote-eligible Canada environment.

Qualifications

• 6+ years of experience in multicultural customer service teams.
• Hospitality experience preferred.
• Fluency in English (spoken and written) required.
• Experience with high-profile clientele is a plus.
• Ability to work weekend days and flexible shifts.
• Strong communication, problem-solving and conflict-resolution skills.

Responsibilities

• Provide end-to-end support for reservations, including high-value Luxury segment cases.
• Own cases from start to resolution across channels with autonomy.
• Become a subject matter expert on Airbnb policies and procedures.
• Explain complex information clearly and with empathy to hosts and guests.
• Collaborate with Legal, Policy and other teams as needed.
• Be available for on-call emergencies during evenings and weekends.

Skills

Customer service experience

Communication skills

English fluency

Conflict resolution

Stakeholder management

Problem solving

Adaptability

Team collaboration

Tools

Apple/Mac OS

Google Suite

CRM systems

Job description

Airbnb Canada, Inc. is seeking a Senior Support Specialist, Premium Support, to deliver end-to-end assistance to guests and hosts in the Luxury segment. You will own complex cases and interact with customers across channels.

The role requires 6+ years in multicultural customer service, exceptional communication, and the ability to work autonomously, including evenings and weekends, in a remote-eligible Canada environment.