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.

Fournit un support premium personnalisé aux voyageurs et aux hôtes Airbnb, en gérant des cas complexes de bout en bout par téléphone, messagerie et chat. Le rôle exige au moins trois ans d’expérience en service client, la maîtrise de l’anglais et du français, ainsi qu’une disponibilité en horaires décalés.

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.

Supports ecommerce merchants through live chat and email, troubleshooting product issues, educating customers, escalating complex cases, and turning feedback into scalable support processes. The role suits a customer-focused, entrepreneurial communicator comfortable with AI, automation, and rapid change.

Owns Harvey’s BPO customer-support partnership, including vendor performance, workforce management, quality, enablement, routing, and scalable workflows. The role requires hands-on Zendesk expertise, strong program management, AI fluency, and a track record of holding outsourced providers accountable to support outcomes.