Senior Support Specialist, Premium Support
New
A
AirbnbHospitality technology
This position is Canada - Remote Eligible. ... you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan.Full-TimeSenior
SalaryCanada Annual Pay Range $83,000 — $88,000 CAD
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Job Details
- Languages
- Fluency in English, spoken and written is required.
- Experience
- 6+ years of relevant experience in multicultural customer service teams
- Required Skills
- Customer serviceStakeholder managementGoogle WorkspaceActive listening
Requirements
- Have 6+ years of relevant experience in multicultural customer service teams.
- Bring experience making calls and handling customer or client contacts.
- Demonstrate fluency in spoken and written English.
- Bring strong interpersonal and communication skills, including conflict resolution and active listening.
- Demonstrate experience engaging executive-level stakeholders and explaining complex ideas clearly.
- Show empathy, patience, organization, prioritization, multitasking, and attention to detail.
- Be able to assess risk and urgency, exercise sound judgment, and share pertinent information with stakeholders.
- Have advanced computer skills, including Apple/Mac OS and Google Suite, and familiarity with CRM systems.
- Be available to work weekend days, public holidays, and early morning or evening shifts; schedules may change to meet business needs.
- Be available for on-call emergency situations in the evenings and on weekends.
- Be adaptable to changing responsibilities, priorities, and team assignments.
Responsibilities
- Manage severe, urgent, and sensitive cases from initial contact through final resolution.
- Interact with Airbnb customers and community members through current and future channels, inside and outside Airbnb tools.
- Take ownership of assigned cases and resolve them using workflows, management guidelines, and independent assessment.
- Explain complex information clearly and mediate between Hosts and guests to resolve high-stakes, high-value reservation issues.
- Coordinate sensitive cases with Legal, Policy, other services, and relevant stakeholders.
- Personalize customer communications and drive cases to conclusion with urgency and sound judgment.
- Share community experience insights and continuous improvement opportunities with Management.
- Support process simplification, performance initiatives, and onboarding of new employees.
- Build relationships across teams and handle emergency situations during on-call evening and weekend coverage.
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