Premium Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver unparalleled service to our community in every situation.

• Engage with Airbnb customers and community members across all existing and upcoming channels.

• Assume full responsibility for all assigned cases from start to finish.

• Exhibit a sense of ownership and sound judgment, along with the ability to question, adapt, and modify workflows as necessary.

• Be open to feedback from Management and Quality teams.

• Address user issues swiftly while achieving a high level of mutual satisfaction.

⛳️ Requirements

• A minimum of 3 years of relevant experience in diverse customer service teams, ideally within the hospitality sector.

• Experience in hospitality is advantageous, particularly with technology platforms.

• Previous experience interacting with users/customers via phone, messaging, or live chat is preferred.

• Proven ability to engage with executive-level stakeholders to resolve conflicts effectively and efficiently.

• Strong verbal and written communication skills to deliver outstanding customer service to guests and hosts.

• Active listening abilities to comprehend guest needs and provide tailored recommendations and support.

• Demonstrated empathy and patience when dealing with customers, especially in high-pressure circumstances.

• Capable of organizing a high volume of work, multitasking, and prioritizing tasks effectively.

• A genuine passion for delivering exceptional customer service and maintaining high standards.

🏝️ Benefits

• Bonuses

• Equity

• Employee Travel Credits