Taking applicationsVoice Support·Posted 15h ago
Support Specialist, Premium (Canada)
AirbnbVerified company
Canada
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Canada
EnglishFrenchMid level
About the role
A full-time premium support role handling complex cases for Airbnb guests and hosts via chat, phone, messaging and social platforms. It requires English and French, 3+ years of customer service experience, and residence in British Columbia, Canada.
What you'll do
- Own assigned cases end-to-end and ensure complete resolution
- Interact with customers via live chat, social platforms, messaging and phone
- Personalize communications and deliver high hospitality standards
- Resolve user issues quickly and to mutual satisfaction
- Escalate accurately to other teams when appropriate
- Provide insights on community experience and improvement opportunities
- Document best practices and ways of working
- Support less experienced team members and handle emergency on-call situations
What you'll need
- Based in British Columbia, Canada
- 3+ years of relevant multicultural customer service experience
- English and French written and spoken proficiency
- Ability to work weekends, public holidays, and early morning or evening shifts
- Flexible schedule that can change to meet business needs
- Experience handling high-volume customer contacts
- Good computer skills including Apple/Mac OS, Google Suite and CRM systems
- Hospitality or high-profile clientele experience preferred
Skills
Complex case managementCustomer serviceEnglish and French communicationActive listeningEmpathy and patienceCRM systemsGoogle Suite and Mac OSStakeholder engagement
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