Support Specialist, Premium

The role

You will provide end-to-end customer service support to key community members, including the Luxury segment. You will manage complex cases through various channels and collaborate with internal stakeholders to resolve issues.

What you will do

• Provide end-to-end support to key community members
• Interact with customers through livechat, social platforms, messaging, and phone
• Take ownership of assigned cases to reach complete resolution
• Escalate cases accurately to other teams
• Provide personalized customer support to guests and Hosts
• Identify opportunities to enhance user experience
• Provide insights and continuous improvement opportunities to management
• Document ways of working and best practices
• Provide technical and functional support to less experienced team members
• Handle emergency situations on-call during evenings and weekends

Required qualifications

• 3+ years of relevant experience in multicultural customer service teams
• Experience in a role making calls and handling customer/client contacts
• Experience engaging with executive-level stakeholders to resolve conflicts
• Very good verbal and written communication skills in English
• Active listening skills
• Empathy and patience
• Ability to organize high volume of work, multitask and prioritize
• Ability to thrive in an ambiguous, fast-paced, and complex environment
• Ability to adapt to new tasks and responsibilities
• Good computer skills including Apple/Mac OS, Google Suite, and CRM systems
• Language proficiency in English, written and spoken
• Must be based in Canada (British Columbia, Ontario, Quebec, Alberta, or Saskatchewan)

Nice to have

• Experience in the hospitality industry
• Experience with high-profile and influential clientele
• Experience working for technology platforms
• Prior experience using phone, messaging, or live chat to interact with users/customers
• Other languages

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.