Premium Support Specialist - Luxury Guest Care (EN/FR)

Airbnb; Canada; On-site; CAD 58,000 - 63,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Employee Travel Credits

Job summary

Airbnb is seeking a CS Specialist, Premium Support in Canada to deliver end-to-end customer service to guests and hosts, including the Luxury segment. The role requires strong communication in English and French, a hospitality mindset, and the ability to handle high-volume, high-quality interactions across channels.

Based in Canada, you will join a fast-paced team, be on-call for evenings and weekends, and have opportunities to move across teams as business needs evolve.

Qualifications

• 3+ years in multicultural customer service teams, hospitality preferred.
• Experience with phone, messaging or live chat to interact with users/customers.
• Experience engaging with executive-level stakeholders to resolve conflicts clearly and effectively.
• Willing to work weekends and holidays; schedule may change.

Responsibilities

• Handle complex cases with end-to-end ownership and escalation as needed.
• Interact with customers via live chat, messaging, social platforms, and phone.
• Provide personalized and exceptional support to guests and hosts.
• Collaborate with management and other teams to improve processes.

Skills

Multicultural customer service

Bilingual English/French

Communication skills

Problem solving

Hospitality experience

CRM systems

Mac OS

Google Suite

Tools

CRM systems

Mac OS

Google Suite

Job description

Airbnb is seeking a CS Specialist, Premium Support in Canada to deliver end-to-end customer service to guests and hosts, including the Luxury segment. The role requires strong communication in English and French, a hospitality mindset, and the ability to handle high-volume, high-quality interactions across channels.

Based in Canada, you will join a fast-paced team, be on-call for evenings and weekends, and have opportunities to move across teams as business needs evolve.