Support Specialist, Premium Support
A
AirbnbHospitality
Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan., Ability to work weekend days and public holidays, as well as early morning / evening shifts.Full-TimeMiddle
Salary$58,000 — $64,000 CAD
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Job Details
- Languages
- English and French (spoken and written)
- Experience
- 3+ years of relevant experience in multicultural customer service teams
- Required Skills
- Customer serviceGoogle WorkspaceCRM
Requirements
- 3+ years of relevant experience in multicultural customer service teams.
- Proficiency in English and French, both spoken and written.
- Experience in hospitality or working for technology platforms preferred.
- Experience engaging with executive-level stakeholders to resolve conflicts.
- Ability to work weekends, public holidays, and early morning/evening shifts.
- Strong proficiency in computer skills including Apple/Mac OS and Google Suite.
- Familiarity with CRM systems and ability to quickly learn new tools.
- Excellent active listening, multitasking, and prioritization skills.
- Proven ability to thrive in an ambiguous, fast-paced, and complex environment.
- Ability to adapt to evolving roles and business needs.
Responsibilities
- Provide end-to-end support to key community members, including the Luxury segment.
- Manage complex cases across all channels including live chat, social platforms, messaging, and phone.
- Ensure complete resolution of assigned cases while fostering strong user relationships.
- Collaborate cross-functionally and engage with senior stakeholders when necessary.
- Provide technical and functional expertise to team members and document best practices.
- Handle emergency situations during evenings and weekends as part of on-call rotations.
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