Specialist, Premium Support

Responsibilities

• Provide exceptional customer service support to Airbnb guests, Hosts, and other community members, including Luxury segment customers.
• Manage complex cases end to end, ensuring complete resolution, settlement, or final decision according to workflows and management guidelines.
• Interact with customers through live chat, social platforms, messaging, phone, and other current or future channels.
• Escalate cases accurately when appropriate and exercise sound judgment when resolving issues.
• Provide personalized, high-quality support tailored to users’ needs and preferences.
• Handle a high volume of cases while maintaining interaction quality and resolution standards.
• Anticipate opportunities to improve the user experience and provide tailored solutions and recommendations with management support.
• Resolve issues quickly and achieve mutual satisfaction while considering context and circumstances.
• Personalize communications and demonstrate high hospitality standards.
• Provide management with insights into community experience and continuous improvement opportunities.
• Document best practices, ways of working, and service norms as requested.
• Provide functional and subject-matter expertise to less experienced team members.
• Share ideas to improve processes and ways of working.
• Build effective relationships with internal and external stakeholders.
• Handle emergency situations during evening and weekend on-call coverage.

Requirements

• 3+ years of relevant experience in multicultural customer service teams, preferably hospitality, including phone-based customer or client contact.
• Experience with high-profile or influential clientele is preferred.
• Hospitality experience, particularly with technology platforms, is a plus.
• Experience using phone, messaging, or live chat to interact with customers or users is preferred.
• Experience engaging executive-level stakeholders to resolve conflicts effectively and explain complex ideas clearly.
• Ability to work weekends, public holidays, early mornings, and evening shifts, with schedules that may change according to business needs.
• Excellent verbal and written communication skills.
• Active listening, empathy, and patience, particularly in high-pressure situations.
• Ability to organize a high volume of work, multitask, prioritize, and follow prescribed schedules.
• Passion for exceptional customer service and maintaining high standards.
• Ability to work proactively in an ambiguous, fast-paced, and complex environment.
• Adaptability and flexibility to take on changing tasks, responsibilities, teams, and priorities.
• Good 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 French; additional languages are a plus.

Compensation

• Salary range: CAD 58,000–64,000 annually.