Specialist, Premium Support

Provides personalized, end-to-end support for premium Airbnb community members, managing complex cases across phone and digital channels. Requires at least three years of multicultural customer service experience, strong English and French communication skills, stakeholder management ability, and schedule flexibility.

About the job

Responsibilities

Provide end-to-end, complex case management for Airbnb guests, Hosts, and other community members, including Luxury-segment customers.
Interact with customers through live chat, social platforms, messaging, phone, and other current or future channels.
Take ownership of assigned cases through complete resolution, settlement, or final decision; escalate accurately when appropriate.
Exercise sound judgment, adapt workflows with management approval, and incorporate feedback from Management and Quality.
Evaluate multiple perspectives and options for resolving problems, collaborating with senior stakeholders and cross-functional teams as needed.
Deliver personalized, high-quality customer support while handling significant case volumes.
Anticipate user needs, recommend tailored solutions, resolve issues efficiently, and personalize communications.
Provide operational insights, document best practices, support continuous improvement, and share functional expertise with less experienced team members.
Handle emergency situations during evening and weekend on-call coverage.
Work weekend days, public holidays, and variable early-morning or evening shifts as business needs change.

Requirements

3+ years of relevant experience in multicultural customer service teams, preferably hospitality or technology-platform environments.
Experience handling customer contacts through phone, messaging, or live chat.
Experience engaging executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
Strong written and verbal communication skills in English; French communication skills are also required.
Active listening, empathy, patience, organization, multitasking, and prioritization skills.
Ability to work effectively in ambiguous, fast-paced, complex, and high-pressure environments.
Flexibility to adapt to changing responsibilities, priorities, schedules, and teams.
Good computer skills, including Apple/Mac OS and Google Suite, plus familiarity with CRM systems.
Passion for exceptional customer service and high hospitality standards.

Nice-to-haves

Hospitality experience, particularly with technology platforms.
Experience serving high-profile or influential clientele.
Additional language proficiency.

Compensation

ATS-listed salary: 58,000–63,000 CAD annually.

Skills

Customer Service, Case Management, Live Chat, Crm Systems, Apple Mac Os, Google Workspace, Conflict Resolution, Stakeholder Management, Active Listening, Written Communication, Verbal Communication, Multitasking