Premium Support Senior Specialist

TalentBurst; Montreal; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Senior Specialist, Premium Support, to provide exceptional customer service for their community. The role involves managing complex cases, ensuring client satisfaction, and maintaining strong relationships with stakeholders. Ideal candidates will have 5+ years of experience in multicultural environments, particularly within hospitality or tech platforms, showcasing strong communication, organizational, and problem-solving skills.

Qualifications

• 5+ years in multicultural customer service, preferably in hospitality or tech platforms.
• Experience handling high-profile clients and using various communication channels.
• Strong interpersonal and communication skills.

Responsibilities

• Manage complex cases and provide high-level service.
• Become a subject matter expert on policies and procedures.
• Build partnerships and maintain stakeholder relationships.

Skills

Interpersonal skills

Communication skills

Conflict resolution

Active listening

Empathy

Organizational skills

Adaptability

Tools

CRM tools

Tech platforms

Job description

Premium Support Senior Specialist

Location: REMOTE Canada

Duration: 12 Months plus extensions

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to our community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service.

The Senior Specialist, Premium Support interacts directly with customers and internal stakeholders. You will be responsible for providing end-to-end support to key community members, including those in the Luxury segment, handling cases with ownership and ensuring complete resolution while building strong relationships.

This role requires strong communication skills, problem-solving abilities, and customer service expertise. You will work autonomously, assessing cases and seeking optimal solutions for all parties. Flexibility to move between teams and responsibilities based on business needs is essential.

Responsibilities

• Complex case management: Provide high-level service, handling severe and urgent cases, interacting through various channels, and owning cases from start to finish.
• Become a subject matter expert in Airbnb policies and procedures.
• Explain complex information clearly, negotiate and mediate between Hosts and Guests, and proactively work towards the best outcomes.
• Manage sensitive cases, collaborating cross-functionally with Legal, Policy, etc.
• Operate with autonomy, making decisions beyond workflows to resolve issues effectively.

• Efficiency with quality: Deliver personalized, exceptional support, ensuring needs and preferences are met with high care standards.
• Handle cases with urgency and accuracy, demonstrating good judgment.

• Team improvement participation: Use operational knowledge to lead and support team success, improve processes, assist onboarding, and adapt to changes.

• Stakeholder engagement: Build partnerships, handle sensitive issues with integrity, communicate clearly, and maintain relationships outside the team. Be available for on-call emergencies in evenings and weekends. Promote a culture of quality.

Qualifications

Experience: 5+ years in multicultural customer service, preferably in hospitality or tech platforms, handling high-profile clients and using various communication channels.

Skills & expertise: Excellent interpersonal, communication, and conflict resolution skills; active listening; empathy; organizational skills; adaptability; experience with executive stakeholders; proficiency in English and other languages; familiarity with CRM and tech tools; and comfort working varied shifts.