Specialist, Premium Support (French/English)

📋 Description

• Complex case management to deliver the highest level of service.
• Interact with customers and community across live chat, social, messaging, and phone.
• Own end-to-end resolution of assigned cases, escalating when needed.
• Demonstrate ownership, good judgment, and adaptability across teams.
• Deliver personalized, hospitality-focused support to guests and hosts.
• On-call for emergencies evenings and weekends; schedules may change.

🎯 Requirements

• 3+ years in multicultural customer service; hospitality experience a plus.
• Experience serving high-profile clients via calls, messaging or live chat.
• Fluent in English and French, written and spoken.
• Weekend and holiday availability; possible early morning/evening shifts.
• Excellent verbal and written communication; active listening and empathy.
• Able to manage high volume, multitask, and prioritize.
• Proactive, adaptable; comfortable moving to new teams.
• Proficient with Apple/Mac OS, Google Suite, and CRM systems.

🎁 Benefits

• Inclusion and belonging across the company.
• Disability-inclusive application/interview process with accommodations.
• Reasonable accommodations: reasonableaccommodations@airbnb.com.
• Eligible for bonus, equity, benefits, and Employee Travel Credits.
• Newly created role with potential to evolve within Airbnb.
• Remote-friendly work within Canada.