Spécialiste Support Premium Bilingue — Expérience Client

Airbnb; San Francisco (CA); On-site; CAD 58,000 - 64,000; Full time

Job summary

Airbnb is seeking a Premium Support Specialist to deliver high‑quality customer service to the Airbnb community in Canada. The role requires a friendly, analytical, and proactive approach to resolving cases for both travelers and hosts, including Luxe segment support.

The ideal candidate has at least 3 years in multicultural customer service, strong communication skills, and comfort working with phone, chat, and email channels. Weekend/holiday availability and flexible shifts are expected.

Qualifications

• Minimum 3 years of relevant experience in multicultural customer service teams, hotel industry preferred.
• Experience handling high‑level clients and executive stakeholders in a fast‑paced environment.

Responsibilities

• Interact with Airbnb guests and community members across channels including chat, social, and phone.
• Own and manage end‑to‑end cases, ensuring complete resolution and accurate handoffs to other teams.
• Demonstrate ownership, good judgment, and willingness to escalate or adjust workflows with supervisor approval.
• Incorporate feedback from Leadership and Quality to improve performance and service quality.
• Understand multiple perspectives and present several options to resolve issues.
• Collaborate cross‑functionally with stakeholders for senior level projects.

Skills

Communication skills

Multicultural experience

Executive stakeholder communication

Tools

CRM systems

Apple/Mac OS

Google Suite

Job description

Airbnb is seeking a Premium Support Specialist to deliver high‑quality customer service to the Airbnb community in Canada. The role requires a friendly, analytical, and proactive approach to resolving cases for both travelers and hosts, including Luxe segment support.

The ideal candidate has at least 3 years in multicultural customer service, strong communication skills, and comfort working with phone, chat, and email channels. Weekend/holiday availability and flexible shifts are expected.