Senior Service Recovery Specialist

📋 Description

• Take ownership of high-stakes service recovery cases.
• Deliver expert resolution and mentor others on the team.
• Apply Airbnb policies across AirCover products and platforms.
• Lead complex case resolutions and navigate internal processes.
• Set a standard for high-quality case handling and mediation.
• Proactively identify operational gaps and influence improvements.

🎯 Requirements

• 1+ year in L6 Service Recovery with promotion path.
• Mastery of L7 competencies and progress toward L8.
• High-quality case handling and mediation for high-risk cases.
• Balance customer experience, risk, and business impact.
• Strong conflict resolution, diplomacy, and cross-stakeholder comms.
• Proven ability to mentor others and foster performance.

🎁 Benefits

• Remote-Eligible in Canada with provincial eligibility.
• Inclusive culture with disability accommodations.
• Global, mission-driven team focused on belonging.
• Transparent hiring with human final decisions.