Elevated Support Senior Specialist

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site role

Reports to: Manager

Contract: Regular, Full-time

Education : High School Diploma

Travel Requirements: No

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®;
Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills
• Progressive work environment
  - If you have skills to prove we have all ladders for you to grow
• Flexible - We believe in results
• Innovative - All ideas matter
• Inclusive - Everyone is Included and everyone wins

About the Job

• As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You’ll own cases from “A to Z,” leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
• You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community.

Core Responsibilities

• Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
• Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
• Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
• Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business
• Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
• Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.

• Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
• Provide feedback and insights on potential improvements in tools, processes and policies.
• Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.
• Serve as a SME (subject matter expert) for complex case handling and policy.
• Act as a role model for operational excellence, reliability, and adaptability.
• Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

• A minimum of 24 months of call center experience or higher-level CS experience such Team Leader
• Proven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.
• Advanced conflict resolution, negotiation, and active listening skills.
• Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
• Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
• High School Diploma or equivalent.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems. Preferred
• Experience in supporting clients within hospitality or technology…