Senior Specialist, Premium Support

Responsibilities

• Provide high-quality, end-to-end support to key Airbnb community members experiencing reservation issues, including severe, urgent, high-stakes, and high-value cases.
• Interact with customers and community members through current and future support channels and Airbnb tools.
• Take ownership of assigned cases and ensure complete resolution using workflows, management guidelines, and independent judgment.
• Become a subject-matter expert in Airbnb policies and procedures.
• Explain and simplify complex information, provide appropriate context, and address complex questions confidently.
• Negotiate and mediate between hosts and guests to resolve issues.
• Anticipate user expectations, seek compromises, and work toward the best outcome for all parties.
• Manage sensitive cases end to end, collaborating with Legal, Policy, and other teams as needed.
• Make autonomous decisions, including determining when to depart from workflows to achieve the best customer and business outcome.
• Deliver personalized, exceptional support while maintaining high hospitality standards.
• Drive cases to conclusion with urgency and accuracy, using sound judgment in ambiguous situations.
• Provide management with insights about community experience and continuous-improvement opportunities.
• Help simplify complex processes and ways of working.
• Support performance-improvement initiatives, consultations, subject-matter-expert activities, and onboarding.
• Help implement changes and take on varied responsibilities or team assignments as business needs evolve.
• Build relationships with stakeholders outside the team and support cross-functional goals.
• Handle emergency situations during evenings and weekends when on call.
• Work weekend days, public holidays, and changing early-morning or evening shifts as required.

Requirements

• 6+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
• Experience making calls and handling customer or client contacts.
• Hospitality experience, preferably with technology platforms; phone, messaging, or live-chat support experience is preferred.
• Experience engaging executive-level stakeholders to resolve conflicts effectively and promptly.
• Strong written and spoken English communication skills.
• Conflict-resolution, active-listening, empathy, and patience skills.
• Excellent organization, prioritization, multitasking, attention to detail, and follow-through.
• Ability to thrive in ambiguous, fast-paced, and complex environments.
• Ability to assess risk and urgency, exercise sound judgment, and communicate pertinent information to stakeholders.
• Advanced computer skills, including Apple/Mac OS and Google Suite.
• Familiarity with CRM systems and the ability to learn new tools quickly.
• Ability to adapt to changing priorities, responsibilities, and team assignments.

Compensation

• Salary range: 83,000–88,000 CAD annually.