Senior Specialist, Premium Support

📋 Description

• Provide end-to-end premium support to Airbnb Community and hosts/guests, including high-value
• Own cases from initial contact to final resolution with autonomy and judgment.
• Becoming an SME in Airbnb policies and procedures to explain complex information clearly.
• Collaborate with Legal, Policy, and other teams as needed to resolve sensitive issues.
• Demonstrate proactive problem solving and stakeholder management in a fast-paced environment.

🎯 Requirements

• 6+ years in multicultural customer service, preferably hospitality or tech platforms.
• Excellent written and verbal English communication; high hospitality standards.
• Ability to handle high-stakes, high-value scenarios and onboard cross-functional teams.
• Strong conflict resolution, active listening, and organizational skills.
• Experience engaging with executive stakeholders and explaining complex ideas simply.
• Comfort with weekend/holiday shifts and flexible schedule; ability to adapt to evolving roles.

🎁 Benefits

• Remote work eligible in Canada; occasionally on-site/offsites as agreed.
• Canada Annual Pay Range: CAD 83,000 – CAD 88,000