Airbnb

1 day ago

Spécialiste au Support Premium Bilingue (français/anglais)

✓ 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 support to Airbnb’s community, including the Luxe segment, handling complex cases and resolving them fully. You’ll communicate with guests and community members through chat, social platforms, messaging, and phone, apply guidelines and workflows, and escalate or transfer cases accurately. You’ll also improve user experience by identifying opportunities, supporting team best practices, and helping manage urgent situations during evenings and weekends.

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

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Handle complex customer cases and provide the highest level of support to Airbnb’s community, ensuring complete resolution and appropriate transfer/escalation when needed.
•Interact with guests and community members across multiple channels (live chat, social platforms, messaging, and phone) and maintain strong user relationships throughout the process.
•Apply sound judgment and demonstrate a customer-owner mindset, including deviating from workflow when necessary with leadership approval.
•Provide personalized support tailored to travelers and hosts to meet unique needs and preferences with high hospitality standards.
•Share operational insights with leadership, help document best practices, support less-experienced team members, and be on-call to manage urgent situations evenings and weekends.

Pay and Benefits

Salary: CAD 58,000 - 64,000 annually

Key Requirements

•At least 3 years of relevant experience in multicultural customer service teams, preferably in hospitality, handling inbound calls and managing customer contacts.
•Experience in hospitality is a plus, especially with technology platforms, and prior use of phone, messaging, or live chat to interact with users/customers.
•Experience collaborating with executive-level stakeholders to resolve conflicts and the ability to explain complex ideas clearly.
•Ability to work required weekends/holidays and evening shifts; schedule between 6h and 21h (local time) across Canada.
•Strong written and verbal communication skills to provide exceptional service to travelers/hosts and interact with stakeholders.

Experience:3+ yearsHospitalityCustomer service

Skills:CommunicationActive listeningEmpathyProblem-solvingMultitasking

Languages:EnglishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRMLive 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

Website LinkedIn

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Airbnb

1 day ago

Spécialiste au Support Premium Bilingue (français/anglais)

✓ 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

Seniority: Mid level

Key Responsibilities

•Handle complex customer cases and provide the highest level of support to Airbnb’s community, ensuring complete resolution and appropriate transfer/escalation when needed.
•Interact with guests and community members across multiple channels (live chat, social platforms, messaging, and phone) and maintain strong user relationships throughout the process.
•Apply sound judgment and demonstrate a customer-owner mindset, including deviating from workflow when necessary with leadership approval.
•Provide personalized support tailored to travelers and hosts to meet unique needs and preferences with high hospitality standards.
•Share operational insights with leadership, help document best practices, support less-experienced team members, and be on-call to manage urgent situations evenings and weekends.

Pay and Benefits

Salary: CAD 58,000 - 64,000 annually

Key Requirements

•At least 3 years of relevant experience in multicultural customer service teams, preferably in hospitality, handling inbound calls and managing customer contacts.
•Experience in hospitality is a plus, especially with technology platforms, and prior use of phone, messaging, or live chat to interact with users/customers.
•Experience collaborating with executive-level stakeholders to resolve conflicts and the ability to explain complex ideas clearly.
•Ability to work required weekends/holidays and evening shifts; schedule between 6h and 21h (local time) across Canada.
•Strong written and verbal communication skills to provide exceptional service to travelers/hosts and interact with stakeholders.

Experience:3+ yearsHospitalityCustomer service

Skills:CommunicationActive listeningEmpathyProblem-solvingMultitasking

Languages:EnglishFrench

Tech Stack:Apple/Mac OSGoogle SuiteCRMLive chat

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