Senior Specialist, Premium Support

Responsibilities

Complex case management

• Provide the highest level of service to the Airbnb community, including handling severe and urgent cases.
• Interact with customers and community members through current and future channels, inside and outside Airbnb tools.
• Take end-to-end ownership of assigned cases and ensure complete resolution based on workflows, management guidelines, and case assessment.
• Become a subject matter expert in Airbnb policies and procedures.
• Explain and simplify complex information, provide context, and address complex questions confidently.
• Negotiate and mediate between Hosts and Guests to resolve issues involving high-stakes and high-value reservations.
• Anticipate user expectations, seek the best outcome for all parties, and identify creative compromises.
• Manage sensitive cases end to end, working cross-functionally with Legal, Policy, and other services when needed.
• Operate autonomously and use sound judgment when following or departing from workflows to resolve customer issues.

Personalized customer support

• Provide consistently personalized and exceptional support to Guests and Hosts.
• Personalize communications and demonstrate high hospitality standards in customer-facing casework.
• Drive cases to conclusion with urgency and accuracy, using judgment to make exceptions in ambiguous situations.

Team improvement and stakeholder engagement

• Provide management with insights about community experience and continuous improvement opportunities.
• Support simplification of complex processes and ways of working.
• Support initiatives such as performance improvements, consultations, subject-matter expertise, and employee onboarding.
• Help management implement changes with minimal friction.
• Take on varied tasks and responsibilities, including moving between teams as needed.
• Build and maintain relationships outside the immediate team.
• Write clearly and concisely for multiple audiences and identify relevant stakeholders.
• Handle emergency situations during evenings and weekends when on call.
• Promote a culture where quality is a core principle.

Requirements

• 6+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
• Experience handling customer or client contacts by phone, messaging, or live chat.
• Experience with high-profile or influential clientele preferred.
• Hospitality experience, particularly with technology platforms, is a plus.
• Experience engaging executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
• Ability to work weekends, public holidays, and early morning or evening shifts as business needs change.
• Excellent written and spoken communication and conflict-resolution skills.
• Active listening, empathy, and patience in high-pressure situations.
• Strong organization, prioritization, multitasking, attention to detail, and follow-through.
• Ability to thrive in ambiguous, fast-paced, and complex environments.
• Proactive, adaptable, and open to changing responsibilities, priorities, and teams.
• Ability to assess risk and urgency, exercise sound judgment, and communicate pertinent information to stakeholders, including executives.
• Advanced computer skills, including Apple/Mac OS and Google Suite.
• Familiarity with CRM systems and ability to learn new tools quickly.
• Fluency in spoken and written English and Portuguese.

Compensation

• Annual salary: 83000–88000 CAD.

Work arrangement

• Remote eligible in Canada, with occasional office or offsite attendance as agreed with the manager.
• Applicants must live in a province where Airbnb Canada, Inc. has a registered entity: Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.