Remote Premium Support Specialist Bilingual English/Portuguese

airbnb, Inc.; Canada; On-site; CAD 65,000 - 90,000; Full time

Job summary

Airbnb Canada is seeking a Senior Specialist, Premium Support to join our remote-eligible team. You will own end-to-end case resolution for key community members, including Luxury reservations, collaborating with internal stakeholders as needed.

The role requires exceptional communication, problem solving, and the ability to work autonomously in a fast-paced hospitality environment, with flexibility for weekend and holiday coverage.

Qualifications

• 6+ years in multicultural customer service teams, preferably in hospitality and high-profile client handling.
• Experience engaging with executive-level stakeholders to resolve conflicts clearly and timely.
• Ability to work weekends and holidays, with flexible scheduling as needed.
• Fluency in English and Portuguese, spoken and written.
• Advanced computer skills and CRM familiarity.

Responsibilities

• Complex case management with end-to-end ownership and resolution.
• Interact with customers via various channels and ensure complete case closure.
• Become a subject matter expert on Airbnb policies and procedures.
• Explain complex information clearly and address questions with confidence.
• Negotiate and mediate between Host and Guest on high-stake reservations.
• Proactively anticipate user expectations and seek best outcomes for all parties.
• Operate autonomously, sometimes crossing teams to resolve issues.
• Support team improvements and onboarding of new employees.

Skills

Multicultural customer service

Conflict resolution

Executive stakeholder engagement

English and Portuguese fluency

CRM systems familiarity

Google Suite

Apple/Mac OS proficiency

Ambiguous fast-paced environments

Education

Hospitality industry experience

Tools

CRM systems

Google Suite

Apple/Mac OS

Job description

Airbnb Canada is seeking a Senior Specialist, Premium Support to join our remote-eligible team. You will own end-to-end case resolution for key community members, including Luxury reservations, collaborating with internal stakeholders as needed.

The role requires exceptional communication, problem solving, and the ability to work autonomously in a fast-paced hospitality environment, with flexibility for weekend and holiday coverage.