Team Specialist, Premium Support

The Team Specialist, Premium Support role is a full-time position based in British Columbia, Canada, supporting Airbnb's Community Support team.

As a Team Specialist, you will enable the successful resolution of core customer-facing work, provide consultative guidance for day-to-day case handling, and approve losses for your service(s) and region(s).

Key responsibilities include:

• Providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers
• Managing slack/zoom consultations and acting as floor support for the team
• Ensuring the team's work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
• Maintaining a deep knowledge of Airbnb's policies and operations, and acting as a point of contact for CS teams
• Reporting on ambassador, team, and service performance trends to Delivery leadership
• Providing insights and recommendations for improving service delivery

Requirements:

• A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes, and/or collaborating on operational projects
• Experience managing high severity/sensitivity cases and decision-making authority for losses
• Experience in coordinating operational teams, documenting ways of working, and handling IT issues
• Fluency in English, written and spoken
• Knowledge of Google Sheets, SQL, and Salesforce is a plus

Nice to have:

• Hospitality experience
• Comfort with communicating with customers
• Language proficiency in other languages
• Bachelor's Degree, or equivalent work experience

We offer:

• Competitive salary ($67,000-$75,000 CAD per year)
• Bonus, equity, benefits, and Employee Travel Credits