Premium Support Specialist - Luxury & VIP Guests

Traveltechessentialist; California (MO); On-site; CAD 58,000 - 63,000; Full time

Benefits offered by this job

Employee Travel Credits

Bonus potential

Job summary

Airbnb is seeking a Support Specialist, Premium Support in Canada. You will excel in end-to-end case management for luxury guests and hosts, delivering highly personalized, confidential service across English and French channels.

You will collaborate with cross-functional teams, adapt to evolving roles, and maintain strong professional standards under pressure while ensuring high guest satisfaction and trust.

Qualifications

• 3+ years in multicultural customer service teams, preferably hospitality.
• Hospitality experience is a plus, esp. for tech platforms.
• Experience engaging with executive-level stakeholders to resolve conflicts clearly.
• Ability to work weekends and holidays, with flexible shifts.
• Very good verbal and written communication for exceptional service.
• Active listening to understand guest needs and provide personalized assistance.
• Empathy and patience in high-pressure situations.
• Organize high volume work and prioritize within schedules.
• Passion for delivering exceptional customer service.
• Thrive in fast-paced, ambiguous environments with proactive adaptation.
• Ability to learn new tools quickly (CRM, G Suite, Mac OS).
• English proficiency; other languages are a plus.

Responsibilities

• Handle complex cases end-to-end across chat, messaging, phone and social channels.
• Own cases from inception to resolution, escalating appropriately.
• Demonstrate ownership and good judgment, seeking approvals when needed.
• Incorporate feedback quickly to improve service quality.
• Evaluate situations from multiple perspectives and offer options.
• Collaborate cross-functionally with management support.
• Provide personalized, high-quality support to guests/hosts, meeting unique needs.
• Suggest improvements to processes and share insights with the team.
• Be on-call for emergencies during evenings/weekends.
• Engage with internal stakeholders to build trust and deliver results.

Skills

Multicultural CS

Hospitality experience

Executive stakeholder engagement

Strong communication

Weekend/on-call readiness

Language proficiency in English

Empathy and patience

High-volume multitasking

Adaptability

Proactive problem solving

CRM proficiency

English language skills

Tools

Apple/Mac OS

Google Suite

CRM systems

Job description

Airbnb is seeking a Support Specialist, Premium Support in Canada. You will excel in end-to-end case management for luxury guests and hosts, delivering highly personalized, confidential service across English and French channels.

You will collaborate with cross-functional teams, adapt to evolving roles, and maintain strong professional standards under pressure while ensuring high guest satisfaction and trust.