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Support Specialist, Premium

Airbnb· Support
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Hybrid (British Columbia)CA$58k - CA$64kFull-timePosted 2mo ago

About the role

Customer service role providing end-to-end premium support to Airbnb's Luxury segment, mainly in English and French, with flexibility to move between teams and evolve with business needs. Based in British Columbia, Canada.

Responsibilities

  • Interact with customers and community members through channels including livechat, social platforms, messaging, and phone
  • Take end-to-end ownership of assigned cases ensuring complete resolution or settlement
  • Escalate to other teams when appropriate with accurate judgment
  • Be receptive to feedback and quickly adopt improvements
  • Evaluate multiple perspectives and present options for addressing problems
  • Collaborate cross-functionally with management support
  • Provide personalized and high-quality customer support to guests and Hosts
  • Anticipate opportunities to enhance user experience and offer tailored solutions
  • Resolve issues quickly with high mutual satisfaction
  • Personalize communications with hospitality standards
  • Provide insights for continuous improvement to Management
  • Document ways of working and best practices
  • Mentor less experienced team members
  • Engage with executive-level stakeholders to resolve conflicts clearly and timely
  • Be on-call for emergencies in evenings and weekends
  • Possess flexibility to move to different teams and adapt to evolving roles

Qualifications

  • 3+ years of relevant experience in multicultural customer service teams
  • Hospitality experience is a plus, preferably with technology platforms
  • Experience engaging with executive-level stakeholders to resolve conflicts
  • Ability to work weekends, public holidays, and variable shifts (early morning/evening)
  • Excellent verbal and written communication skills in English and French
  • Active listening and empathy in high-pressure situations
  • Strong organizational, multitasking, and priority management skills
  • Proactive and adaptable in fast-paced, ambiguous environments
  • Willingness to learn new tasks and adjust to changing priorities
  • Proficiency with Apple/Mac OS, Google Suite, CRM systems, and ability to quickly learn new tools
  • Language proficiency in English and French (additional languages a plus)
  • Based in British Columbia, Canada
  • Experience with phone, messaging, or live chat interactions.

Skills

Required:Customer serviceCommunication (English & French)Stakeholder managementProblem-solvingTime management
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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