Deliver premium customer service for Airbnb through complex case management, strong communication, and autonomous support for high-value reservations. Evening and weekend on-call work is required.
As a Senior Specialist, Premium Support, you will support Airbnb Hosts, Guests, and internal stakeholders. You will manage reservation issues end to end, including Luxury cases, while building trusted relationships. The work requires problem-solving, negotiation, mediation, and sound judgment in sensitive situations.
Key Responsibilities:
- Manage severe, urgent, and highly sensitive community cases
- Own assigned cases through complete final resolution
- Explain complex information clearly across multiple audiences
- Negotiate and mediate high-stakes Host and Guest issues
- Partner cross-functionally with Legal, Policy, and other services
Requirements:
- Six or more years of relevant customer service experience
- Fluency in spoken and written English
- Strong communication, empathy, patience, and conflict resolution skills
- Advanced Apple Mac OS, Google Suite, and CRM skills
- Availability for weekends, holidays, and changing shifts
Apply your hospitality, judgment, and communication expertise to provide exceptional premium support for Airbnb's community and stakeholders.
Senior Premium Support Specialist Airbnb employer: Airbnb
Airbnb is an exceptional employer that fosters a culture of innovation and inclusivity, making it an ideal place for professionals seeking meaningful work in the quality management field. With a commitment to employee growth, competitive compensation, and a supportive environment across various Canadian provinces, Airbnb empowers its team members to thrive while contributing to a global community that connects hosts and guests authentically.
