Specialist Italian

Join to apply for the Specialist, Premium Support (Italian) role at Airbnb
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Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to more than 5 million hosts who have welcomed over 2 billion guest arrivals worldwide.

We are seeking a dedicated and enthusiastic candidate to provide exceptional customer service support in both English and Italian. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

The Specialist, Premium Support functions on the front line, interacting directly with customers and internal stakeholders. You will provide end‑to‑end support, taking ownership of cases and ensuring complete resolution while fostering strong relationships with our users, especially in the Luxury segment.

The responsibilities below are not exhaustive and may evolve over time.

• Interact with Airbnb customers and community members through live chat, social platforms, messaging, and phone.
• Take end‑to‑end ownership of assigned cases, ensuring resolution and escalating accurately to other teams when needed.
• Demonstrate ownership mentality, good judgment, and the ability to adapt workflows with management approval.
• Be receptive to feedback from Management and Quality and quickly adopt behaviors to improve work quality.
• Evaluate multiple options for resolving problems and present solutions to stakeholders.
• Engage senior stakeholders and collaborate cross‑functionally when required.
• Handle a higher volume of cases without compromising quality.
• Proactively identify opportunities to enhance the user experience and offer tailored solutions.
• Personalize communications to guests and hosts, ensuring a seamless experience.
• Provide insights on community experience and continuous improvement opportunities to management.
• Document best practices and contribute to process improvement.
• Take on various tasks and responsibilities as needed, including moving teams.
• Manage on‑call duties for emergencies in evenings and weekends.

• 3+ years of experience in multicultural customer service, preferably in hospitality.
• Experience in call centers, live chat, or messaging support.
• Ability to engage executive‑level stakeholders and resolve conflicts.
• Availability for weekend days, public holidays, and early/late shifts.
• Excellent verbal and written communication in English and Italian.
• Strong listening skills, empathy, and patience in high‑pressure situations.
• Organizational skills to manage high volumes of work and prioritize tasks.
• Proactive attitude toward new challenges and adaptability to changing priorities.
• Proficient with Apple/Mac OS, Google Suite, CRM systems, and quick learning of new tools.
• Proficiency in additional languages is a plus.

Applicants must be based in Canada. Eligible provinces include British Columbia, Ontario, Quebec, Alberta, and Saskatchewan.

Airbnb is committed to a diverse talent pool and inclusive culture. All qualified individuals are encouraged to apply.

We provide a disability‑inclusive application and interview process. If you have a disability and require reasonable accommodation, please contact reason with your name, role, and the accommodation needed.

Canada pay range: $58,000—$63,000 CAD per year. The role may also be eligible for bonus, equity, benefits, and employee travel credits.