Senior Specialist, Premium Support

Airbnb
Ontario, British Columbia, Quebec, Alberta, Saskatchewan
Workplace: RemoteFull timeCAD 83,000 - 88,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 6+ yearsSkills: ["Communication","Conflict resolution","Active listening","Empathy","Organizational skills"]

Provide end-to-end premium customer support on the front line for reservation issues, handling severe and urgent cases with autonomy. Own and resolve cases through Airbnb workflows while explaining and simplifying complex information for multiple audiences. Mediate between hosts and guests, manage sensitive cross-functional escalations, and maintain high hospitality standards. Support team improvement, onboarding, and performance insights, including occasional on-call coverage during evenings and weekends.

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FursaFursa
Airbnb
Airbnb
1 day ago

Senior Specialist, Premium Support

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Last checked: 4 hours agoStatus: Live

Job Summary

Provide end-to-end premium customer support on the front line for reservation issues, handling severe and urgent cases with autonomy. Own and resolve cases through Airbnb workflows while explaining and simplifying complex information for multiple audiences. Mediate between hosts and guests, manage sensitive cross-functional escalations, and maintain high hospitality standards. Support team improvement, onboarding, and performance insights, including occasional on-call coverage during evenings and weekends.
Location: Ontario, British Columbia, Quebec, Alberta, Saskatchewan
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide the highest level of service to severe and urgent customer cases.
  • •Take end-to-end ownership of assigned cases to ensure complete resolution via workflows and judgment.
  • •Become a subject matter expert in Airbnb policies and procedures and clarify complex information.
  • •Negotiate and mediate between host and guest to resolve issues, including high-stake, high-value reservations.
  • •Support team improvement initiatives, provide insights to management, and support onboarding of new employees.

Pay and Benefits

Salary: CAD 83,000 - 88,000 annually

Key Requirements

  • •6+ years of relevant experience in multicultural customer service teams, preferably in hospitality, including experience handling customer/client contacts.
  • •Experience with phone, messaging, or live chat to interact with users/customers.
  • •Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas clearly.
  • •Availability to work weekend days and public holidays, with early morning/evening shifts as business needs change.
  • •Advanced computer skills, including Apple/Mac OS, Google Suite, familiarity with CRM systems, and ability to learn new tools quickly.
Experience:6+ yearsMulticultural customer serviceHospitalityTechnology platforms
Skills:CommunicationConflict resolutionActive listeningEmpathyOrganizational skills
Languages:English
Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsPhoneMessagingLive chat

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