Specialist, Premium Support

About the role

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. You will own the end-to-end resolution of complex Premium Support cases, acting as the trusted human connection for guests and hosts who require nuanced, high-stakes assistance. The role demands a high level of empathy and analytical skill as you interpret intricate situations and translate them into clear, actionable outcomes. You will be the primary point of contact for the Luxury segment and other key community members, ensuring their experience reflects the values of the Airbnb platform. Success in this position is defined by your ability to build long-term trust while navigating evolving community needs. You are required to be based in British Columbia, Canada, and demonstrate excellence in both English and French, spoken and written. This position may require movement across teams within Community Support to meet evolving business priorities.

Key facts

What you'll do

Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone.

Take end-to-end ownership of all assigned cases, ensuring a complete final resolution is reached based on workflows and management guidelines, while fostering the relationship with our users along the way.

Demonstrate ownership mentality and sound judgment, knowing when to question or deviate from standard workflows with appropriate management approval.

Be highly receptive to feedback from Management and Quality, and quickly adopt new behaviors to improve the quality and consistency of your work.

Understand multiple perspectives on a topic or situation, and evaluate and present several options for addressing a complex problem.

Engage with senior stakeholders and collaborate cross-functionally, with guidance from management, to resolve issues that impact the broader community.

Provide personalized and exceptional customer support to guests and hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.

Proactively anticipate and identify opportunities to improve the customer experience, suggesting practical enhancements to products, policies, and procedures.

Leverage deep product and policy knowledge to explain solutions clearly and confidently, reducing the need for repeated follow-ups.

Maintain a calm, professional, and empathetic demeanor at all times, even when handling sensitive or high-pressure situations.

Requirements

You are legally authorized to work in Canada and have the right to work in Canada without sponsorship.

You are based in British Columbia, Canada.

You are fluent in English and French, both spoken and written.

You have at least 2 years of prior customer service experience.

You have a high school diploma or equivalent; a post-secondary degree is preferred.

You can start within 4 weeks.

You are able to work a mix of shifts that may include days, evenings, weekends, and holidays.

You have a quiet workspace and reliable high-speed internet to perform the role.

You have a laptop or computer with a webcam and microphone.

You are comfortable using G Suite and other standard workplace tools.

Nice to have

Experience working with high-value customers or in a Luxury service environment.

Experience using customer relationship management (CRM) tools.

Experience with social media community management.

Practical notes

This role requires flexibility, including the ability to move to different teams within Community Support and to adjust to changing responsibilities as business needs evolve. You must be available to work a combination of shifts, including days, evenings, weekends, and holidays. A quiet workspace with reliable high-speed internet, a laptop or computer with a webcam and microphone, and access to G Suite are essential requirements for remote performance.