Senior Specialist, Premium Support

🕒 August 5

🇨🇦 Canada – Remote

💵 $83k - $88k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 45%

What it means: the chance that no one is really hiring for this job.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.

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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 support to key members of the Airbnb community experiencing booking issues, including those in the luxury segment • Manage complex, critical, urgent, and highly sensitive cases through to full resolution • Interact with customers and members of the Airbnb community through all current and future channels • Become an expert in Airbnb policies and procedures • Explain and simplify complex information and respond to complex questions • Negotiate and mediate between hosts and guests in high-stakes reservations • Work cross-functionally with Legal, Policy, and other teams • Deliver personalized and exceptional service to guests and hosts • Provide leadership with insights into the community experience and opportunities for continuous improvement • Support process simplification, leadership initiatives, and the onboarding of new employees • Help implement changes and take on various tasks as needed • Build and maintain strategic partnerships and relationships outside the team • Be available on call to manage evening and weekend emergencies

🎯 Requirements

• 6+ years of relevant experience within multicultural customer service teams, ideally in the hospitality industry • Experience working with high-profile and influential customers is an asset • Hospitality experience, particularly within technology platforms, is an asset • Prior experience with phone, messaging, or live chat support is preferred • Experience working with executive-level stakeholders to resolve conflicts • Ability to explain complex ideas simply and clearly • Ability to work weekends, holidays, and morning or evening shifts • Strong verbal and written communication skills, including conflict resolution • Active listening skills • Empathy and patience when interacting with customers • Excellent organizational, prioritization, and multitasking skills • Ability to work in an ambiguous, fast-paced, and complex environment • Ability to adapt to new tasks, responsibilities, teams, and priorities • Ability to assess risk, understand urgency, and exercise sound judgment • Advanced computer skills, including Apple/macOS, Google Suite, and CRM systems • Fluency in spoken and written English is required • Must reside in a province where Airbnb Canada, Inc. has a registered entity; currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Eligibility to work remotely in Canada • Occasional work in an Airbnb office or participation in company events • Reasonable accommodations throughout the recruitment process

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