Team Specialist, Premium Support

Airbnb
British Columbia
Workplace: RemoteFull timeCAD 67,000 - 75,000 annuallyFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Interpersonal communication","Organization","Multitasking","Calm empathy","Ownership mentality"]

Support one or more internal customer support services by enabling the CS Delivery team to resolve core customer-facing work smoothly. Handle escalations for high-severity or sensitive cases, provide real-time floor support via consultations, manage queues and operational coverage, and troubleshoot IT issues. Apply strong operations knowledge, monitor performance trends and ambassador/service outcomes, and drive continuous improvement through better workflows, documentation, and cross-functional collaboration.

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FursaFursa
Airbnb
Airbnb
2 days ago

Team Specialist, Premium Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Support one or more internal customer support services by enabling the CS Delivery team to resolve core customer-facing work smoothly. Handle escalations for high-severity or sensitive cases, provide real-time floor support via consultations, manage queues and operational coverage, and troubleshoot IT issues. Apply strong operations knowledge, monitor performance trends and ambassador/service outcomes, and drive continuous improvement through better workflows, documentation, and cross-functional collaboration.
Location: British Columbia
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Enable successful resolution of core customer-facing work for one or more services.
  • •Provide consultative guidance and approve losses for your service(s) and region(s).
  • •Act as Delivery’s first line of escalate support for high severity/sensitivity cases, including supervisor approvals and call requests.
  • •Manage operational coverage by balancing team work, managing queues, triaging cases, and assigning ambassadors to work.
  • •Set up and maintain operational environment: ensure teams have CCPAM tools, troubleshoot IT issues, and drive continuous improvement through workflow and best-practice updates.

Pay and Benefits

Salary: CAD 67,000 - 75,000 annually

Key Requirements

  • •Minimum 3 years of experience working on operations teams, completing support tasks, defining processes, and/or collaborating on operational projects.
  • •Experience managing high severity/sensitivity cases and decision-making authority for losses.
  • •Experience coordinating operational teams, documenting ways of working, and handling IT issues.
  • •Comfort communicating with customers and hospitality experience is a plus.
  • •Bachelor’s Degree (or equivalent work experience).
Experience:3+ years
Education:Bachelor's
Skills:Interpersonal communicationOrganizationMultitaskingCalm empathyOwnership mentality
Languages:English
Tech Stack:Google SheetsSQLSalesforceSlackZoomCCPAM

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
WebsiteLinkedIn