# 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 Macos, Google Workspace, Crm Systems, Customer Service, Conflict Resolution, Active Listening, Stakeholder Management, Case Management, Negotiation, Mediation
**Posted:** 2026-08-05

> Provides autonomous, high-touch support for complex and sensitive reservation issues involving Airbnb hosts and guests. The role requires 6+ years of customer service experience, strong conflict-resolution and stakeholder-management skills, advanced computer proficiency, and schedule flexibility.

## Job Description

## 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.

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