Spécialiste Support Premium Luxe — Bilingue FR/EN

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

Benefits offered by this job

bonus

equity

benefits

Employee Travel Credits

Job summary

Airbnb Canada is seeking a Premium Support Specialist to deliver exceptional customer service to guests and hosts in both English and French. You will handle complex cases and act as a first line contact across channels.

The role requires 3+ years in multicultural customer service, strong communication, and the ability to work weekends and evenings within a Canadian time zone. You will engage with executive stakeholders and uphold privacy and professionalism.

Qualifications

• Minimum 3 years in multicultural customer service teams, preferably in hospitality.
• Experience using phone, messaging, or live chat to engage with users.
• Proven ability to resolve conflicts quickly with executives when needed.

Responsibilities

• Handle complex cases on the premium support team with high-quality care.
• Interact with guests and hosts across channels including chat, phone, and social platforms.
• Own cases end-to-end, ensuring complete resolution and accurate handoffs to other teams.
• Collaborate cross-functionally with leadership to improve service delivery.
• Maintain high professional standards and confidentiality in fast-paced environments.

Skills

Customer service

Bilingual English/French

Communication skills

Case management

Job description

Airbnb Canada is seeking a Premium Support Specialist to deliver exceptional customer service to guests and hosts in both English and French. You will handle complex cases and act as a first line contact across channels.

The role requires 3+ years in multicultural customer service, strong communication, and the ability to work weekends and evenings within a Canadian time zone. You will engage with executive stakeholders and uphold privacy and professionalism.