Senior Premium Support Specialist

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

📋 Description

• Deliver comprehensive support to key Airbnb community members facing booking-related challenges, particularly in the luxury segment.

• Oversee intricate, urgent, and highly sensitive cases until they reach complete resolution.

• Engage with customers and Airbnb community members across both current and future communication channels.

• Clarify and simplify complex information while addressing intricate inquiries.

• Mediate and negotiate between hosts and guests to resolve issues surrounding high-stakes reservations.

• Collaborate cross-functionally with Legal, Policy, and various other teams.

• Provide leadership with insights regarding community experiences and avenues for ongoing improvement.

• Assist in optimizing team processes and operational methodologies.

• Support leadership initiatives, including performance enhancement and consultations.

• Aid in the onboarding process for new team members.

• Build and sustain strategic partnerships with stakeholders.

• Be on-call to address emergency situations during evenings and weekends.

⛳️ Requirements

• A minimum of 6 years of relevant experience within multicultural customer service/support teams, preferably in the hospitality sector.

• Experience in supporting high-profile or influential customers is advantageous.

• Background in hospitality, especially in technology platforms, is beneficial.

• Preferred experience in interacting with customers via phone, messaging, or live chat.

• Proven experience working with executive-level stakeholders and effectively resolving conflicts in a thorough and timely manner.

• Ability to convey complex concepts in a simple and clear manner.

• Availability to work on weekends, public holidays, and early morning or evening shifts; schedule may vary according to business needs.

• Exceptional interpersonal and communication skills, both verbal and written, including conflict resolution capabilities.

• Proficient active listening skills.

• Demonstrates empathy and patience during customer interactions.

• Strong organizational skills, including the ability to prioritize, multitask, pay attention to detail, and meet targets.

• Capacity to thrive in an ambiguous, fast-paced, and complex environment.

• Flexibility to adapt to new tasks, responsibilities, teams, and shifting priorities.

• Skill in assessing risk, recognizing urgency, exercising judgment, and conveying relevant information.

• Advanced proficiency in Apple/Mac OS and Google Workspace.

• Familiarity with CRM (customer relationship management) systems.

• Fluent spoken and written English is required.

🏝️ Benefits

• Remote work opportunity in Canada.

• Occasional work from an Airbnb office or participation in company events, subject to manager approval.

• Possibility of receiving a bonus.

• Potential for equity compensation.

• Comprehensive benefits package.

• Employee travel credits.

• Inclusive application and interview process.

• Reasonable accommodations available for applicants with disabilities.