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Senior Support Specialist, Premium Support

Airbnb· Customer Support
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Hybrid (Canada)CA$83k - CA$88kFull-timePosted 2mo ago

About the role

Senior Support Specialist, Premium Support in Canada, focused on providing end-to-end complex case management and high-level customer service for Airbnb's Premium/Luxury segment, with autonomy, stakeholder engagement, and potential cross-team mobility.

Responsibilities

  • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
  • Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
  • Become a subject matter expert in Airbnb policies and procedures
  • Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
  • Negotiate & mediate between Host & Guest in resolving issues on high-stake & high-value reservations
  • Proactively anticipate users' expectations regarding case resolution and work towards the best outcome for all parties
  • Manage highly sensitive cases end to end, potentially working cross-functionally with Legal, Policy, and other services
  • Operate in full autonomy, making decisions to follow or go outside workflows to resolve issues with the best outcome
  • Set the gold standard for performance by providing consistently personalized, high-quality customer support
  • Act with hospitality standards, drive cases to conclusion with urgency and sound judgment
  • Provide insights for continuous improvement and support onboarding of new employees
  • Support management on initiatives and act as an SME when assigned
  • Be available for on-call emergency coverage in evenings & weekends
  • Build and nurture relationships outside of your team
  • Demonstrate flexibility to move between teams and adapt to changing responsibilities
  • Write clearly and concisely for multiple audiences and consult stakeholders as needed
  • Inspire a culture where quality is a core principle
  • Be willing to take on various tasks and responsibilities as needed including moving teams

Qualifications

  • 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry
  • Experience with high-profile and influential clientele; prior hospitality experience with technology platforms is a plus
  • Experience engaging with executive-level stakeholders to resolve conflicts and explain complex ideas simply and clearly
  • Ability to work weekend days and public holidays, and adapt to early morning/evening shifts
  • Fluency in English, spoken and written
  • Strong interpersonal and communication skills, conflict resolution, active listening, empathy, patience
  • Excellent organizational skills: prioritization, multitasking, attention to detail, meeting goals
  • Ability to thrive in fast-paced, ambiguous environments and adapt to evolving roles
  • Ability to assess risk, exercise judgment, and communicate pertinent information to stakeholders including executives
  • Advanced computer skills (Apple/Mac OS, Google Suite) and familiarity with CRM systems

Skills

Required:Customer service excellenceConflict resolution and negotiationCommunication clarityOrganizational skillsRisk assessment and judgmentTechnical proficiency

Benefits

  • Not explicitly listed in description; included in compensation and benefits section elsewhere in posting
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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