Spécialiste principal(e), Soutien Premium

We are seeking a dedicated and enthusiastic Senior Specialist, Premium Support to provide exceptional customer service to our Airbnb community.

The ideal candidate is flexible, hospitable, analytical, and determined to deliver the highest standards of service in English, both verbally and in writing.

As a Senior Specialist, Premium Support, you will work on the front lines, interacting directly with customers and internal stakeholders. You will be primarily responsible for providing end-to-end support to key members of our community who are experiencing issues related to their bookings.

Key responsibilities:

• Manage complex cases, ensuring the highest level of service to our community, including handling severe and urgent cases
• Interact with customers and community members through various channels, including phone, email, and live chat
• Provide complete resolution to assigned cases, ensuring timely and effective solutions
• Develop expertise in Airbnb policies and procedures
• Explain complex information in a clear and concise manner
• Negotiate and mediate between hosts and travellers to resolve high-stakes and high-value booking issues
• Proactively anticipate customer expectations and strive for the best possible outcome for all parties involved
• Collaborate with internal teams, such as Legal and Policy, to resolve sensitive cases
• Work independently, making sound judgments and decisions to resolve customer issues
• Establish and maintain strategic partnerships to achieve team objectives
• Demonstrate flexibility, approachability, and integrity in resolving complex problems

Requirements:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry
• Experience with high-end and influential clients is an asset
• Strong communication and interpersonal skills, including conflict resolution
• Active listening and empathy skills
• Excellent organisational skills, including prioritisation, multitasking, and attention to detail
• Passion for delivering exceptional customer service and setting high standards
• Ability to thrive in an ambiguous, fast-paced, and complex environment
• Adaptability and flexibility in responding to changing priorities and environments
• Proficiency in Apple/Mac OS, Google Suite, and CRM systems
• Fluency in English, both verbally and in writing

We offer:

• Remote work arrangement in Canada
• Opportunity to work with a dynamic and growing company
• Collaborative and inclusive work environment

Note: This is a newly created position and does not replace or fill an existing role.