Airbnb

1 day ago

Specialist, Premium Support (French/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer service for Airbnb’s community, primarily handling complex cases for the Luxury segment. You’ll interact with customers and internal stakeholders across channels (phone, live chat, messaging, and social platforms), ensure final resolution, escalate accurately, and continuously improve service quality. You’ll also support team success by documenting best practices and offering SME guidance to others while being on-call for emergency situations evenings and weekends.

Location: British Columbia, Ontario, Quebec, Alberta, Saskatchewan

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•Provide premium customer support by taking end-to-end ownership of assigned cases and ensuring complete final resolution.
•Interact with customers and community members through channels including phone, live chat, messaging, and social platforms, inside and outside Airbnb tools.
•Apply good judgment by questioning and deviating from workflows when needed only with management approval and escalating accurately to other teams.
•Deliver personalized recommendations and support while handling high case volumes without compromising interaction quality.
•Provide insights to management for continuous improvement, help document best practices, and act as SME/technical/functional support to less experienced team members.

Pay and Benefits

Salary: CAD 58,000 - 64,000 annually

Key Requirements

•3+ years of relevant experience in multicultural customer service teams, preferably in hospitality, including making calls and handling customer/client contacts.
•Hospitality experience is a plus; experience working for technology platforms and using phone, messaging, or live chat is preferred.
•Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
•Ability to work weekend days, public holidays, and early morning/evening shifts with a flexible schedule.
•Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems; strong written and verbal communication in English and French.

Experience:3+ yearsHospitalityCustomer serviceMulticultural teamsTechnology platforms

Skills:CommunicationProblem-solvingCustomer serviceHospitableActive listeningEmpathyPatienceMultitaskingAdaptabilityProactive mindsetOwnership mentalityRelationship managementConflict resolution

Languages:EnglishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsLivechatSocial platformsMessagingPhone

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

1 day ago

Specialist, Premium Support (French/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: British Columbia, Ontario, Quebec, Alberta, Saskatchewan

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•Provide premium customer support by taking end-to-end ownership of assigned cases and ensuring complete final resolution.
•Interact with customers and community members through channels including phone, live chat, messaging, and social platforms, inside and outside Airbnb tools.
•Apply good judgment by questioning and deviating from workflows when needed only with management approval and escalating accurately to other teams.
•Deliver personalized recommendations and support while handling high case volumes without compromising interaction quality.
•Provide insights to management for continuous improvement, help document best practices, and act as SME/technical/functional support to less experienced team members.

Pay and Benefits

Salary: CAD 58,000 - 64,000 annually

Key Requirements

•3+ years of relevant experience in multicultural customer service teams, preferably in hospitality, including making calls and handling customer/client contacts.
•Hospitality experience is a plus; experience working for technology platforms and using phone, messaging, or live chat is preferred.
•Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
•Ability to work weekend days, public holidays, and early morning/evening shifts with a flexible schedule.
•Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems; strong written and verbal communication in English and French.

Experience:3+ yearsHospitalityCustomer serviceMulticultural teamsTechnology platforms

Skills:CommunicationProblem-solvingCustomer serviceHospitableActive listeningEmpathyPatienceMultitaskingAdaptabilityProactive mindsetOwnership mentalityRelationship managementConflict resolution

Languages:EnglishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsLivechatSocial platformsMessagingPhone

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn