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Support Specialist, Premium

Airbnb· Community Support
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Hybrid (Canada)CA$58k - CA$63kfull-timePosted 6mo ago

About the role

Support Specialist, Premium Support at Airbnb provides end-to-end, high-quality customer service to premium members (including the Luxury segment) across multiple channels, with ownership of complex cases and collaboration with internal stakeholders. Role requires strong English and French, adaptability in a fast-paced environment, and potential movement across teams based on business needs.

Responsibilities

  • Interact with customers and community members through livechat, social platforms, messaging, and phone
  • Take end-to-end ownership of all assigned cases to reach a complete final resolution or settlement, escalating when appropriate
  • Demonstrate ownership mentality and good judgment, adapting workflows with management approval when needed
  • Be receptive to feedback and quickly adopt quality improvements
  • Evaluate multiple perspectives and present multiple options for addressing problems
  • Collaborate cross-functionally and engage with senior stakeholders as needed
  • Provide personalized, high-quality support to guests and Hosts, balancing efficiency with bespoke service
  • Handle a higher volume of cases without compromising quality
  • Proactively identify opportunities to enhance user experience and offer tailored solutions
  • Resolve issues quickly with high mutual satisfaction, personalizing communications with high hospitality standards
  • Support team improvement by documenting best practices, sharing insights, and mentoring less experienced members
  • Engage with internal and external stakeholders to build trust and deliver results
  • Be on-call for emergencies in evenings and weekends
  • Support flexibility to move between teams and take on new responsibilities as business needs evolve

Qualifications

  • 3+ years of relevant experience in multicultural customer service teams, preferably hospitality or technology platforms
  • Experience handling calls and customer contacts via phone, messaging, or live chat
  • Experience engaging with executive-level stakeholders and resolving conflicts clearly and effectively
  • Ability to work weekends and public holidays, and to adapt to early morning/evening shifts
  • Excellent verbal and written communication skills in English; additional languages a plus
  • Active listening, empathy, and patience in high-pressure situations
  • Strong organization, multitasking, and prioritization within schedules
  • Passion for exceptional customer service and ability to thrive in ambiguity and fast-paced environments
  • Adaptability to new tasks, roles, and moving to different teams as needed
  • Good computer skills (Apple/Mac OS, Google Suite) and familiarity with CRM systems
  • Willingness to learn new tools quickly and to adopt new processes

Skills

Required:Multilingual communication (English, French)Case managementCustomer empathy and active listening

Benefits

  • Competitive base pay: Canada annual range $58,000—$63,000 CAD
  • Potential eligibility for bonus, equity, benefits, and Employee Travel Credits
  • Disability accommodation during recruitment process
  • Employee-focused policies and inclusion initiatives
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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