# Senior Specialist, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Support
**Salary:** CA$83k – CA$88k/yr
**Experience:** 6+ years
**Skills:** Apple Mac Os, Google Workspace, Crm Systems, Conflict Resolution, Active Listening, Risk Assessment, Case Management, Stakeholder Management, Customer Service, Negotiation, Mediation, Multitasking
**Posted:** 2026-08-04

> Provides autonomous, end-to-end support for complex and sensitive cases involving Airbnb Hosts and Guests, including high-value reservations. The role requires 6+ years of multicultural customer service experience, strong conflict-resolution and stakeholder skills, and fluency in English and Portuguese.

## Job Description

## 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.

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