Specialist, Premium Support

Airbnb
Canada
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsSkills: ["Communication","Empathy","Active listening","Problem solving","Multitasking","Customer service"]

Customer-focused frontline specialist delivering end-to-end support to Airbnb’s community, including the Luxury segment. Works across channels with strong English (and French) communication, handling complex cases, collaborating with cross-functional teams, and adapting to evolving duties in a fast-paced, hospitality-driven environment.

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FursaFursa
Airbnb
Airbnb
1 year ago

Specialist, Premium Support

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Customer-focused frontline specialist delivering end-to-end support to Airbnb’s community, including the Luxury segment. Works across channels with strong English (and French) communication, handling complex cases, collaborating with cross-functional teams, and adapting to evolving duties in a fast-paced, hospitality-driven environment.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Provide complex case management and end-to-end ownership of cases across channels (live chat, social, messaging, phone) to reach complete resolution.
  • •Maintain high-quality customer interactions, balancing volume with personalization and proactive problem solving.
  • •Engage with senior stakeholders and collaborate cross-functionally to improve processes and outcomes.
  • •Personalize communications to guests/hosts with hospitality-grade service and tailored recommendations.
  • •Share insights with management to improve team practices and document best practices and norms.

Pay and Benefits

Equity and Bonus:Equity
Perks:Travel AllowanceEquityAnnual Bonus

Key Requirements

  • •3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry, and in a role making calls and handling customer contacts.
Experience:3+ yearsHospitalityCustomer serviceTechnology platformsMulticultural
Skills:CommunicationEmpathyActive listeningProblem solvingMultitaskingCustomer service
Languages:EnglishFrench
Tech Stack:Apple/Mac OSGoogle SuiteCRM systemsLive chatPhone

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