Specialist, Premium Support

About Airbnb and the Role

Founded in 2007 with a simple idea of sharing space, Airbnb has expanded to a global community boasting over 5 million hosts and more than 2 billion guest arrivals worldwide. Our goal is to connect guests with unique stays and authentic experiences across the globe.

We are looking for a passionate and dedicated Premium Support Specialist to join our Community Support team. This role involves providing outstanding customer service to key members of the Airbnb community, including those in the luxury segment. You will engage directly with customers and internal teams, taking full ownership of cases to ensure thorough and satisfactory resolutions while building strong relationships. The position requires fluency in English and French, excellent communication skills, problem-solving capabilities, and the flexibility to adapt to evolving business needs.

Key Responsibilities

• Handle complex cases by delivering superior service to community members across various communication channels such as live chat, phone, messaging, and social media.
• Manage assigned cases from initiation to complete resolution, adhering to workflows and escalating when appropriate.
• Apply sound judgment and manage exceptions to standard workflows when approved by management.
• Receive and incorporate feedback to continuously improve service quality.
• Consider multiple perspectives to evaluate problems and propose various solutions.
• Collaborate with senior stakeholders and cross-functional teams as directed by management.
• Balance handling a high volume of cases while maintaining personalized and attentive service that meets unique guest and host needs.
• Anticipate opportunities to enhance the user experience and suggest tailored solutions exceeding expectations.
• Provide insights and share best practices to support team success and contribute to documentation of processes.
• Act as a subject matter expert to support less experienced team members.
• Demonstrate flexibility by taking on additional tasks or changing team assignments according to business requirements.
• Engage effectively with internal and external stakeholders, emphasizing trust and relationship management.
• Participate in on-call rotations to manage emergency situations during evenings and weekends.

Required Qualifications and Skills

• Minimum of three years' experience in multicultural customer service environments, particularly in hospitality or technology platforms serving high-profile clients.
• Prior experience managing communications via phone, live chat, or messaging preferred.
• Proven ability to resolve conflicts involving executive-level stakeholders with clarity and efficiency.
• Availability to work weekends, public holidays, and flexible shifts including early mornings and evenings.
• Exceptional verbal and written communication skills in English; proficiency in additional languages is advantageous.
• Strong active listening skills to understand and meet guest needs with empathy and patience.
• Effective multitasking, prioritization, and time management abilities within scheduled working hours.
• Passion for delivering high standards of customer service and adaptability to fast-changing environments.
• Openness to evolving responsibilities and willingness to relocate within teams as required.
• Good technical proficiency with Mac OS, Google Suite, CRM tools, and the ability to quickly learn new software.

Work Location

This full-time position requires the candidate to be based in Canada, with eligibility for working remotely in provinces including British Columbia, Ontario, Quebec, Alberta, and Saskatchewan. Eligibility for other provinces is subject to update by the employer.

Inclusion & Accessibility

The company is committed to diversity, equity, and inclusion, valuing creative ideas from a broad range of individuals. Candidates requiring accommodations during the application process due to disabilities are encouraged to request support.

Compensation and Benefits

The annual salary range for this role in Canada is between 58000 and 63000 CAD. Additional compensation may include bonuses, equity awards, benefits, and employee travel credits. Salary is influenced by factors such as training, experience, transferable skills, and market conditions.