Senior Specialist, Premium Support

Traveltechessentialist; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading hospitality platform is seeking a Senior Specialist, Premium Support to provide exceptional customer service support to its community. The role requires strong communication skills, exemplary problem-solving abilities, and 4+ years of relevant experience in a multicultural customer service environment. Candidates should be flexible and passionate about delivering high-quality service while managing complex cases and stakeholder relationships. This position is remote eligible within Canada.

Qualifications

• 4+ years of relevant experience in multicultural customer service teams.
• Hospitality experience is a plus, especially with technology platforms.
• Ability to handle calls and direct customer contact.
• Experience engaging with executive-level stakeholders.

Responsibilities

• Provide end-to-end support to customers experiencing reservation issues.
• Take ownership of complex cases ensuring complete resolution.
• Provide insights about community experience and suggest improvements.

Skills

Communication skills

Problem-solving abilities

Customer service expertise

Organizational skills

Fluency in English

Fluency in French

Tools

macOS

Google Suite

CRM systems

Job description

Overview

Airbnb is seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English, spoken and written. This is a full time position based in Canada.

The Senior Specialist, Premium Support functions on the front line, interacting directly with both customers and internal stakeholders. You will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

You will need strong communication skills, problem-solving abilities, and customer service expertise. You should be able to work with minimal supervision, assess a case, and continuously seek the right solution for Hosts, Users and internal stakeholders. This role may evolve, requiring flexibility to move to different teams within Community Support and to take on additional responsibilities as needed.

Your Day-to-Day

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, duties may change and additional responsibilities may be assigned as needed.

Complex case management

• Interact with Airbnb customers and community members through current and future channels, both inside and outside Airbnb tools
• Take end-to-end ownership of all assigned cases to ensure a complete resolution based on workflows, guidelines, and your assessment of the case
• Become a subject matter expert in Airbnb policies and procedures
• Operate with little to no support from leadership
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
• Negotiate and mediate between Host and Guest to resolve issues on high-stake, high-value reservations
• Proactively anticipate users’ expectations regarding case resolution and work toward the best outcomes for all parties

Combining efficiency with bespoke quality

• Provide personalized and exceptional customer support to guests and Hosts, meeting their unique needs with care
• Multitask and handle multiple issues with efficiency
• Articulate rationale and decide when to make workflow exceptions
• Personalize communications to users, demonstrating high hospitality standards

Team improvement

• Provide insights about community experience and continuous improvement opportunities to Management
• Collaborate with management to identify process and policy inconsistencies and suggest improvements for the dedicated user segment
• Support Management on initiatives, acting as a subject matter expert as needed
• Be willing to take on various tasks and be open to new challenges and proactive work

Stakeholder engagement

• Demonstrate flexibility, approachability, and integrity when resolving sensitive issues
• Be on-call to handle emergency situations in the evenings and weekends
• Promote a culture where quality is a core principle

Your Expertise

• 4+ years of relevant experience in multicultural customer service teams, preferably in hospitality and with high-profile clientele; experience handling calls and direct customer contacts
• Hospitality experience is a plus, especially with technology platforms; experience using phone, messaging, or live chat to interact with users
• Experience engaging with executive-level stakeholders to resolve conflicts clearly and promptly
• Ability to work weekends and public holidays, and to adapt to shifts (between 5am and 9pm local time)

Your Skills & Expertise

• Excellent verbal and written communication for providing exceptional service to guests/hosts and engaging with stakeholders
• Active listening, empathy, and patience in high-pressure situations
• Strong organizational skills: prioritization, multitasking, attention to detail, and meeting goals
• Passion for delivering exceptional service and maintaining high standards
• Ability to thrive in a fast-paced, ambiguous environment and respond quickly and decisively
• Good risk assessment and judgment, with the ability to share pertinent information with stakeholders
• Adaptability to new tasks, responsibilities, and evolving roles
• Proficiency with macOS, Google Suite, CRM systems, and quick learning of new tools
• Fluency in English (spoken and written) is required; fluency in French is preferred
• Flexibility to work weekends and holidays, and shifts between 5am and 9pm local time

Your Location

This position is Canada – Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a province where Airbnb Canada, Inc. has a registered entity (Ontario, British Columbia, Quebec, Saskatchewan). This list evolves; check with your recruiter for current eligibility.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and help attract creatively-led people to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We strive to provide a disability-inclusive application and interview process. If you require reasonable accommodation to submit an application, please contact [e-mail] with your full name, role applied for, and accommodation needed. Please only reach out if you are unable to complete the online application.