Senior Specialist - Premium Support

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English, spoken and written. This is a full time position based in Canada.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.     

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools

• Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation

• Become a subject matter expert in Airbnb policies and procedures

• Operate with little to no support from your leadership

• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence

• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations

• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances

• Ability to multitask and handle multiple issues at the same time with efficiency and speed

• Ability to articulate a rationale and make decisions on when and how to make workflow exceptions

• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management

• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment

• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.

• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt

  • You are on-call to handle emergency situations in the evenings & weekends

  • Inspire a culture where quality is a core principle.

Your Expertise:

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts

• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  

• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.

• Ability to work weekend days and public holidays, as well as early morning / evening shifts (between 5am and 9pm local time). Your schedule can change to meet business needs.

Your skills & expertise

• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders

• Active listening skills

• Empathy and patience in dealing with customers, especially in high-pressure situations

• Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments

• Passion for delivering exceptional customer service and setting a high bar

• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively

• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives

• Ability to adapt to new tasks and responsibilities as needed

• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 

• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team

• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools

• Fluency in English, spoken and written is required, fluency in French preferred.

• Flexibility to work weekend days and public holidays, as well as early morning / evening shifts (between 5am and 9pm local time) is required. 

Your Location:  This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:  Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.