A
Spécialiste au Support Premium
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Mid-level · 3+ years
Job description
A Premium Support Customer Service Specialist provides end-to-end, high-touch support to key Airbnb community members, including the Luxe segment, handling complex cases across chat, phone and messaging.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English – fluent, French – fluent
- Pay
- CAD 58,000 – 64,000 / year
What you'll do
- Handle complex cases and provide the highest level of service to the community.
- Interact with guests and community members across all current and future channels, including live chat, social platforms, messaging and phone.
- Own all assigned cases end to end, ensuring complete final resolution and handing off accurately to other teams when needed.
- Show an owner mindset and good judgment, deviating from workflow only with management approval.
- Be highly receptive to feedback from Leadership and Quality and quickly adopt improved behaviours.
- Understand multiple perspectives and evaluate and present several options to solve a problem.
- Engage with high-level stakeholders and collaborate cross-functionally with management support.
- Provide tailored, exceptional support to travellers and hosts, meeting their unique needs with care.
- Handle a higher volume of cases without negatively impacting interaction quality and resolution.
- Proactively identify opportunities to improve the user experience and propose tailored solutions.
- Resolve user problems quickly with high mutual satisfaction, considering context and circumstances.
- Personalise communications with users, demonstrating the highest hospitality standards.
- Use operational knowledge to proactively support the team's success.
- Provide feedback on community experience and continuous improvement opportunities to leadership.
- Help document working methods, best practices and standards at management's request.
- Provide technical/functional/SME support to less experienced team members.
- Share ideas to improve processes and working methods.
- Earn the trust of internal and external stakeholders through effective relationship management and results.
- Be open and accessible when resolving problems.
- Understand the main drivers of the function, their relationships and their business impact.
- Be on call to handle emergency situations in the evening and at weekends.
What we're looking for
- At least 3 years of relevant experience in multicultural customer service teams, preferably in hospitality.
- Experience in a role taking calls and managing customer/client contacts.
- Experience collaborating with executive-level stakeholders to resolve conflicts in detail, effectively and quickly.
- Ability to explain complex ideas simply and clearly.
- Ability to work weekends, holidays and evening shifts as required.
- Availability to work Sunday to Thursday OR Tuesday to Saturday, 9 hours per day between 6am and 9pm local time.
- Excellent verbal and written communication skills.
- Active listening skills to understand customer needs and provide tailored recommendations.
- Empathy and patience with customers, especially in high-pressure situations.
- Ability to organise a high workload, multitask, prioritise and work to prescribed schedules including breaks and training time.
- Passion for delivering exceptional customer service and setting the bar high.
- Ability to thrive in an ambiguous, fast and complex environment, acting proactively and decisively.
- Good computer skills including Apple/Mac OS, Google Suite and CRM systems, with ability to learn new tools quickly.
- Fluent English and French required.
- Must be based in Canada, in British Columbia, Ontario, Quebec, Alberta or Saskatchewan.
Nice to have
- Hospitality experience, especially working for technology platforms.
- Prior experience using phone, messaging or live chat to interact with users/clients.
- Experience with a high-level, influential clientele.
Your team
Premium Support
Front-line team supporting key community members, including the Luxe segment.
Benefits
- Eligible for bonus, equity, benefits and Employee Travel Credits.
How to get hired
- 1Automated tools help the recruiting team review large volumes of applications; final hiring decisions are made by a human.
- 2Reasonable accommodations are available throughout the recruitment process for applicants with disabilities.
Apply
About Airbnb
Unique stays and experiences that let guests connect with communities more authentically.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home and has grown to over 5 million hosts welcoming over 2 billion guest arrivals worldwide.
Mission
To let hosts offer unique stays and experiences so guests can connect with communities more authentically.
Key facts
- 2007
- San Francisco
- Over 5 million hosts have welcomed over 2 billion guest arrivals in almost every country.
What they value
- Diversity of ideas fosters innovation and engagement.
- Commitment to inclusion and belonging.