Spécialiste Soutien Premium Senior — Télétravail

Airbnb; United States; On-site; USD 60,000 - 63,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Employee Travel Credits

Job summary

Airbnb Canada is seeking a dedicated Premium Support Lead to deliver exceptional customer service to our global community. The role focuses on end-to-end case management for high-value reservations, requiring hospitality expertise, strong English communication, and the ability to navigate complex policies with tact.

The ideal candidate will partner with internal teams, manage urgent cases, and maintain the highest standards of service while remaining flexible to changing priorities in a

Qualifications

• 6+ years of experience in customer service in multicultural environments.
• Experience in hospitality or high-end guest service is a plus.
• Ability to communicate clearly with executives and stakeholders.
• Willingness to work weekends/holidays and varied shifts.

Responsibilities

• Handle end-to-end cases from guests, aiming for complete resolution.
• Interact with guests through all channels and internal teams.
• Own assigned cases and resolve them per policies and guidelines.
• Become an expert on Airbnb policies and procedures and explain complex information clearly.
• Negotiate and mediate between hosts and travelers to resolve high-value issues.
• Collaborate across teams (Legal, Policy, others) to improve service.

Skills

Interpersonal skills

Conflict resolution

English proficiency

Customer service experience

Hospitality/guest-experience

Tools

Phone

Live chat

Messaging

Job description

Airbnb Canada is seeking a dedicated Premium Support Lead to deliver exceptional customer service to our global community. The role focuses on end-to-end case management for high-value reservations, requiring hospitality expertise, strong English communication, and the ability to navigate complex policies with tact.

The ideal candidate will partner with internal teams, manage urgent cases, and maintain the highest standards of service while remaining flexible to changing priorities in a