Taking applicationsVoice Support·Posted 15h ago
Senior Support Specialist, Premium Support
AirbnbVerified company
Canada
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Canada
EnglishSenior level
About the role
Senior Support Specialist, Premium Support at Airbnb handles complex, high-value customer cases for hosts and guests, including the Luxury segment, through phone, messaging, or chat. The role requires 6+ years of multicultural customer service experience, strong conflict resolution skills, and flexibility for weekends, holidays, and early or evening shifts.
What you'll do
- Own complex customer cases end to end
- Handle severe and urgent cases
- Interact via phone, messaging, and live chat
- Negotiate between hosts and guests
- Work with Legal, Policy, and other teams
- Support onboarding of new employees
- Provide insights for process improvement
- Be on-call for emergency evenings and weekends
What you'll need
- 6+ years multicultural customer service experience
- Experience handling calls and customer contacts
- Executive-level stakeholder engagement
- Weekend and public holiday availability
- Early morning and evening shift flexibility
- English spoken and written
- Hospitality experience preferred
- High-profile clientele experience preferred
Skills
Conflict resolutionActive listeningCustomer serviceCase managementNegotiation and mediationWritten and verbal communicationMultitasking and prioritizationHospitality
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.