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

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

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