Senior Specialist, Premium Support

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

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers and internal stakeholders, providing end-to-end support to key members of our community experiencing an issue with their reservation.

Responsibilities:

• Provide the highest level of service to our community in each and every case, including handling the service's most severe and urgent cases
• Interact with Airbnb customers and community members through all current and future channels
• Take end-to-end ownership of all assigned cases, ensuring a complete final resolution is reached
• Become a subject matter expert in Airbnb policies and procedures
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
• Negotiate and mediate between Host and Guest in resolving issues on high-stake and high-value reservations
• Proactively anticipate users' expectations regarding case resolution and work towards the best outcome for all parties involved
• Manage highly sensitive cases end-to-end that might include working cross-functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making decisions to follow or go outside of workflows to resolve customers' issues with the best outcome possible

Requirements:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry
• Hospitality experience is a plus, particularly working for technology platforms
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner
• Demonstrated ability to explain complex ideas simply and clearly
• World-class interpersonal and communication skills, both written and spoken, including conflict resolution
• Active listening skills, empathy, and patience in dealing with customers, especially in high-pressure situations
• Excellent organisational skills, including prioritisation, multitasking, attention to detail, and meeting goals and commitments

Benefits:

• The base pay range for this role is $83,000-$88,000 CAD per year
• Eligible for bonus, equity, benefits, and Employee Travel Credits