Senior Specialist, Premium Support (Portuguese/English)

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","Problem-solving","Judgment","Adaptability","Attention to detail","Stakeholder management"]

Provide front-line, end-to-end premium support for Airbnb customers and community members, owning complex reservation cases from intake through resolution. Serve as a subject matter expert on policies and workflows, communicate clearly in English and Portuguese, and mediate between Hosts and Guests for high-stakes scenarios. Operate with autonomy, handle urgent and sensitive cases (including cross-functional legal/policy work), and help drive team performance and continuous improvement.

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FursaFursa
Airbnb
Airbnb
2 days ago

Senior Specialist, Premium Support (Portuguese/English)

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Last checked: 3 hours agoStatus: Live

Job Summary

Provide front-line, end-to-end premium support for Airbnb customers and community members, owning complex reservation cases from intake through resolution. Serve as a subject matter expert on policies and workflows, communicate clearly in English and Portuguese, and mediate between Hosts and Guests for high-stakes scenarios. Operate with autonomy, handle urgent and sensitive cases (including cross-functional legal/policy work), and help drive team performance and continuous improvement.
Location: Ontario, British Columbia, Quebec, Alberta, Saskatchewan
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle complex, severe, and urgent premium cases end-to-end, ensuring complete final resolution for assigned reservations.
  • •Provide customer support across all current/future channels both inside and outside Airbnb tools, with high hospitality standards.
  • •Own case management decisions with autonomy, using workflows and policy expertise to resolve issues, including exceptions in ambiguous situations.
  • •Serve as a subject matter expert on Airbnb policies and procedures, explaining and simplifying complex information for multiple audiences.
  • •Mediate between Hosts and Guests on high-stakes issues and manage sensitive cases that may require cross-functional work with Legal/Policy and other teams.

Pay and Benefits

Salary: CAD 83,000 - 88,000 annually

Key Requirements

  • •6+ years of relevant experience in multicultural customer service teams, ideally in hospitality and handling customer/client contacts.
  • •Experience making independent decisions while managing customer contacts in fast-paced, ambiguous environments.
  • •Ability to engage with executive-level stakeholders to resolve conflicts, and explain complex ideas clearly and simply.
  • •Strong weekend/holiday and shift flexibility, including early morning/evening shifts and occasional on-call coverage.
  • •Fluency in English and Portuguese (spoken and written), plus strong interpersonal skills including empathy, patience, active listening, and conflict resolution.
Experience:6+ yearsHospitality
Skills:CommunicationConflict resolutionActive listeningEmpathyOrganizational skillsProblem-solvingJudgmentAdaptabilityAttention to detailStakeholder management
Languages:EnglishPortuguese
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