Specialist – Premium Support

🕒 June 24

🇨🇦 Canada – Remote

💵 $58k - $63k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Provide end-to-end Customer Service support to Airbnb community members, including the Luxury segment • Interact with customers and community members through live chat, social platforms, messaging, phone, and other channels • Take ownership of assigned cases through complete final resolution or settlement • Escalate cases accurately to other teams when appropriate • Exercise judgment and adapt workflows with management approval • Incorporate feedback from Management and Quality to improve work quality • Evaluate multiple perspectives and present options for addressing problems • Collaborate with senior stakeholders and cross-functional teams • Handle high case volumes while maintaining personalized, exceptional service • Anticipate user-experience improvements and offer tailored solutions and recommendations • Resolve user issues quickly and to mutual satisfaction • Personalize communications according to hospitality standards • Provide management with community-experience insights and continuous-improvement opportunities • Document ways of working, best practices, and service norms • Provide technical/functional/SME guidance to less experienced team members • Share ideas to improve processes and ways of working • Take on varied responsibilities, including potentially moving teams • Understand function drivers, metrics, and business impact • Handle emergency situations on-call during evenings and weekends

🎯 Requirements

• 3+ years of relevant experience in multicultural customer service teams • Preferably hospitality industry experience, including high-profile and influential clientele • Experience making calls and handling customer/client contacts • Hospitality experience with technology platforms is a plus • Prior experience using phone, messaging, or live chat to interact with users/customers is preferred • Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas clearly • Ability to work weekend days, public holidays, early morning, and evening shifts • Very good verbal and written communication skills • Active listening skills • Empathy and patience in high-pressure situations • Ability to organize high-volume work, multitask, prioritize, and follow prescribed schedules • Ability to thrive in an ambiguous, fast-paced, and complex environment • Ability to adapt to new tasks and responsibilities, changing priorities, and evolving roles • Good computer skills, including Apple/Mac OS and Google Suite • Familiarity with CRM systems and ability to quickly learn new tools • Language proficiency in written and spoken English

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits