Senior field technician supporting Honeywell’s industrial measurement and control customers. Troubleshooting equipment, resolving technical issues, and coordinating service across customer and engineering teams.
About the role
- Spécialiste principal offrant un soutien premium aux hôtes et voyageurs Airbnb au Canada. Gestion de réservations complexes, médiation de conflits et amélioration des opérations de soutien communautaire.
Responsibilities
- Provide end-to-end support to key Airbnb community members experiencing booking-related issues, including in the luxury segment
- Manage complex, serious, urgent, and highly sensitive cases through to full resolution
- Interact with customers and Airbnb community members across current and future channels
- Explain and simplify complex information and respond to complex questions
- Negotiate and act as a mediator between hosts and guests to resolve issues involving high-stakes reservations
- Work cross-functionally with Legal, Policy, and other teams
- Provide leadership with insights on community experience and opportunities for continuous improvement
- Support the streamlining of team processes and ways of working
- Support leadership initiatives, including performance improvement and consultations
- Support onboarding of new employees
- Establish and maintain strategic partnerships with stakeholders
- Be available on-call to manage emergency situations in the evenings and on weekends
Requirements
- 6 or more years of relevant experience within multicultural customer service/support teams, ideally in hospitality
- Experience supporting high-profile or influential customers is an asset
- Experience in hospitality, particularly within technology platforms, is an asset
- Experience using phone, messaging, or live chat to interact with customers is preferred
- Experience working with executive-level stakeholders and resolving conflicts in a detailed, effective, and timely manner
- Demonstrated ability to explain complex ideas simply and clearly
- Availability to work weekends, public holidays, and early morning or evening shifts; schedule may change based on business needs
- World-class interpersonal and communication skills, both verbal and written, including conflict resolution
- Active listening skills
- Empathy and patience in customer interactions
- Excellent organizational skills, including prioritization, multitasking, attention to detail, and achieving targets
- Ability to work in an ambiguous, fast-paced, and complex environment
- Ability to adapt to new tasks, responsibilities, teams, and changing priorities
- Ability to assess risk, understand urgency, exercise judgment, and communicate relevant information
- Advanced computer skills with Apple/Mac OS and Google Workspace
- Familiarity with CRM (customer relationship management) systems
- Fluent spoken and written English required
Benefits
- Remote work in Canada
- Occasional work from an Airbnb office or participation in company events, as agreed with the manager
- Potential for bonus
- Equity compensation possible
- Benefits
- Employee travel credits
- Inclusive application and interview process
- Reasonable accommodations for applicants with disabilities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Principal driving commercial growth and client impact within Medical Affairs at Acumetis. Leading Medical Affairs strategies, business development, and client engagement for biopharma organizations.
Principal Software Development Engineer developing cutting - edge SDKs for Client and DSP ASICs. Collaborating with cross - functional teams to drive innovation from pre - silicon through post - silicon stages.
Expert in MS 365 deployment and practice for the City of Montréal. Collaborating on innovative usage and modernization of digital solutions for city services.
Senior Creature Lead working on high - quality VFX productions at Barnstorm. Responsible for rigging, simulation, and mentoring in a collaborative environment.
Delivery Principal leading complex implementations for enterprise customers at Maxa AI. Managing relationships and delivery outcomes, scaling the organization in a high - growth AI company.
Delivery Principal leading client relationships and delivery outcomes at Maxa, a post - Series A AI startup. Overseeing significant client accounts and orchestrating delivery teams.
Principal Concierge facilitating superior client service for Copia's wealth management platform. Engaging with ultra - high - net - worth clients and collaborating across teams in a fast - paced environment.
Principal Hydrogeologist providing technical leadership and client relationship management at ITASCA North America. Leading hydrogeology practices and mentoring staff across Canada and North America.
Principal, Diversified Industries Group at Optimus SBR supporting growth in private - sector industries. Leadership role in client relationship building, strategy, transformation, and project management.