Support Specialist, Premium Support

Airbnb is seeking a dedicated and enthusiastic Support Specialist, Premium Support to provide exceptional customer service to the Airbnb community. This role is on the front line, interacting directly with customers and internal stakeholders, providing end-to-end support to key community members, including the Luxury segment. The role involves complex case management, personalized communication, and collaboration with senior stakeholders.

• Provide the highest level of service in every case, interacting through livechat, social platforms, messaging, and phone.
• Take end-to-end ownership of assigned cases, ensuring complete resolution and escalating when appropriate.
• Personalize communications to users, demonstrating high hospitality standards.
• Proactively identify opportunities to enhance user experience and offer tailored solutions.
• Support team success by sharing insights, documenting best practices, and providing SME guidance.
• Handle emergency situations on-call during evenings and weekends.

• 3+ years of experience in multicultural customer service teams, preferably in hospitality.
• Experience with high-profile clientele and using phone, messaging, or live chat is preferred.
• Excellent verbal and written communication skills in English and French.
• Ability to work weekend days, public holidays, and early morning/evening shifts.
• Strong problem-solving, active listening, and empathy skills.
• Good computer skills including Apple/Mac OS, Google Suite, and CRM systems.

Canada Annual Pay Range: $58,000—$64,000 CAD. This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Based in British Columbia, Canada. Currently, employees can be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Apply through the Airbnb careers page. For disability accommodations, contact reasonableaccommodations@airbnb.com.