# Specialist, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Support
**Salary:** CA$58k – CA$64k/yr
**Experience:** 3+ years
**Skills:** Customer Service, Case Management, Hospitality, Conflict Resolution, Live Chat, Crm Systems, Apple Macos, Google Workspace
**Posted:** 2026-08-12

> Provides high-touch, end-to-end support for Airbnb guests, Hosts, and premium community members across multiple communication channels. The role requires at least three years of customer service experience, strong judgment, hospitality skills, and fluent English and French communication.

## Job Description

## 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.

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