Senior Support Specialist, Premium Support

Airbnb is a global online marketplace for lodging and experiences, founded in 2007. The company connects hosts with guests worldwide.

As a Senior Support Specialist, Premium Support, you will provide end-to-end support to key community members, including the Luxury segment, handling complex cases and ensuring complete resolution. You will interact with customers and internal stakeholders, operate with autonomy, and contribute to team improvement.

• Manage complex and urgent cases, including high-stakes and high-value reservations.
• Take end-to-end ownership of assigned cases, ensuring complete resolution.
• Become a subject matter expert in Airbnb policies and procedures.
• Negotiate and mediate between hosts and guests.
• Handle sensitive cases cross-functionally with Legal, Policy, and other teams.
• Provide personalized and exceptional support, setting a gold standard for performance.
• Drive cases to conclusion with urgency and accuracy.
• Support team improvement by providing insights and assisting with onboarding.
• Build and maintain strategic partnerships with stakeholders.
• Be on-call for emergency situations during evenings and weekends.

• 6+ years of relevant experience in multicultural customer service teams, preferably in hospitality.
• Experience with high-profile clientele is preferred.
• Prior experience using phone, messaging, or live chat to interact with users/customers.
• Experience engaging with executive-level stakeholders.
• Ability to work weekends, public holidays, and early morning/evening shifts.
• World-class interpersonal and communication skills, including conflict resolution.
• Active listening, empathy, and patience in high-pressure situations.
• Excellent organizational skills, including prioritization and multitasking.
• Advanced computer skills, including Apple/Mac OS, Google Suite, and CRM systems.
• Fluency in English and Portuguese, spoken and written, is required.

Annual base pay range: $83,000—$88,000 CAD. This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

This position is Canada - Remote Eligible. Must live in a province where Airbnb Canada, Inc. has a registered entity: Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.

Apply through the provided link.