Senior Premium Support Specialist
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Job Description
Spécialiste principal offrant un soutien premium aux hôtes et voyageurs Airbnb au Canada. Gestion de réservations complexes, médiation de conflits et amélioration des opérations de soutien communautaire.
Responsibilities:
- Provide end-to-end support to key Airbnb community members experiencing booking-related issues, including in the luxury segment
- Manage complex, serious, urgent, and highly sensitive cases through to full resolution
- Interact with customers and Airbnb community members across current and future channels
- Explain and simplify complex information and respond to complex questions
- Negotiate and act as a mediator between hosts and guests to resolve issues involving high-stakes reservations
- Work cross-functionally with Legal, Policy, and other teams
- Provide leadership with insights on community experience and opportunities for continuous improvement
- Support the streamlining of team processes and ways of working
- Support leadership initiatives, including performance improvement and consultations
- Support onboarding of new employees
- Establish and maintain strategic partnerships with stakeholders
- Be available on-call to manage emergency situations in the evenings and on weekends
Requirements:
- 6 or more years of relevant experience within multicultural customer service/support teams, ideally in hospitality
- Experience supporting high-profile or influential customers is an asset
- Experience in hospitality, particularly within technology platforms, is an asset
- Experience using phone, messaging, or live chat to interact with customers is preferred
- Experience working with executive-level stakeholders and resolving conflicts in a detailed, effective, and timely manner
- Demonstrated ability to explain complex ideas simply and clearly
- Availability to work weekends, public holidays, and early morning or evening shifts; schedule may change based on business needs
- World-class interpersonal and communication skills, both verbal and written, including conflict resolution
- Active listening skills
- Empathy and patience in customer interactions
- Excellent organizational skills, including prioritization, multitasking, attention to detail, and achieving targets
- Ability to work in an ambiguous, fast-paced, and complex environment
- Ability to adapt to new tasks, responsibilities, teams, and changing priorities
- Ability to assess risk, understand urgency, exercise judgment, and communicate relevant information
- Advanced computer skills with Apple/Mac OS and Google Workspace
- Familiarity with CRM (customer relationship management) systems
- Fluent spoken and written English required
Benefits:
- Remote work in Canada
- Occasional work from an Airbnb office or participation in company events, as agreed with the manager
- Potential for bonus
- Equity compensation possible
- Benefits
- Employee travel credits
- Inclusive application and interview process
- Reasonable accommodations for applicants with disabilities
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