Customer Support Specialist

Premium customer support at Airbnb requires English and French communication, complex case ownership, and service for guests and Hosts across Canada. This position serves customers and internal stakeholders through multiple channels.

As a Support Specialist, Premium Support, you provide end-to-end assistance to key community members, including the Luxury segment. You manage complex cases, personalize communications, and resolve issues while fostering user relationships. The work includes collaboration, feedback, and adaptable responsibilities.

• Interact with customers through phone, messaging, live chat, and social platforms
• Own assigned cases through complete resolution or settlement
• Escalate accurately and present options for complex problems
• Personalize communications and provide tailored recommendations
• Share process insights and support team improvement

• Three or more years of relevant multicultural customer service experience
• Experience handling calls and customer or client contacts
• Strong written and verbal English communication skills
• Ability to work changing weekend, holiday, morning, and evening shifts
• Residence in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan

Apply premium support expertise, complex case management, and personalized service to Airbnb guests and Hosts across Canada.