Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The community you will join:
We are looking for a committed and enthusiastic candidate to provide exceptional customer service to the Airbnb community as a Customer Service Specialist, Premium Support. The ideal candidate is welcoming, analytical, and determined to provide the highest quality service, both orally and in writing, in English and French.
The difference you will make:
The Premium Support Associate operates on the front line and interacts directly with customers and internal stakeholders. As a Premium Support Associate, you will be responsible for providing end-to-end support to key members of our community, including, but not limited to, the Luxury segment. You will take ownership of cases, ensuring a complete resolution while fostering strong relationships with our users throughout the process. Premium Support Associates require strong communication skills, problem-solving abilities, and expertise in customer service. They must also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.
A typical day:
Complex case management: Providing the highest level of service to our community in every case
- Interact with Airbnb customers and community members via all current and future channels, both inside and outside of Airbnb tools, including live chat, social platforms, messaging, and directly by phone.
- Take end-to-end ownership of all assigned cases: ensure that a complete final resolution (or settlement, final decision, etc.) is reached based on workflows and management guidelines, fostering the relationship with our users throughout the process and accurately handing them off to other teams when appropriate.
- Demonstrate an ownership mindset and good judgment, as well as the ability to challenge and deviate from the workflow when necessary, only with management approval.
- Be highly receptive to feedback from Management and Quality teams, and quickly adopt behaviors to improve the quality of your work.
- Understand multiple perspectives on a subject or situation and be able to evaluate and present multiple options to resolve an issue.
- May be required to engage further with high-level stakeholders and collaborate cross-functionally, with the help of management.
Combining efficiency with tailored quality: Providing personalized and exceptional customer support to travelers and hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.
- Display an ability to handle a higher volume of cases without a negative impact on the quality of the interaction and resolution.
- Proactively anticipate and identify opportunities to improve the user experience and, with the support of management, propose tailored solutions and recommendations that go beyond their expectations, and ensure a seamless and memorable experience throughout their interactions with Airbnb.
- Resolve user issues quickly and with a high level of mutual satisfaction, taking into account the specific context and circumstances.
- Personalize communications with users, demonstrating the highest standards of hospitality.
Participating in your team's improvement: Leverage your functional operational knowledge to proactively support team success
- Provide insights on the community experience and opportunities for continuous improvement to your management.
- Help document work methods, best practices, and standards for your department(s), at the request of management.
- Provide technical/functional/SME services to less experienced team members.
- Share ideas to improve processes and work methods.
Stakeholder engagement: You have earned the trust of internal and external stakeholders through effective relationship management and achieving results.
- Demonstrate openness and accessibility when resolving issues.
- Understand the key drivers of your function and their relationships to one another, as well as the business impact of these metrics.
- Be on call to handle emergency situations in the evenings and on weekends.
Your expertise:
Your background and experience
- At least 3 years of relevant experience in multicultural customer service teams, preferably in the hospitality sector (experience with a high-level and influential clientele is preferred) and in a role involving taking calls and managing customer/client contacts.
- Experience in hospitality is a plus, particularly working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
- Experience collaborating with executive-level stakeholders to resolve conflicts in a detailed, efficient, and timely manner, and a demonstrated ability to explain complex ideas in a simple and clear way.
- Ability to work weekends and holidays is required, as well as evening shifts. Please note that this role requires working from Sunday to Thursday OR Tuesday to Saturday for 9 hours per day (including a one-hour break) between 6 a.m. and 9 p.m. (in your local time zone across Canada). Your schedule may change to meet business needs and, whenever possible, we will take your availability into consideration.
Your skills and expertise
- Very good verbal and written communication skills to provide exceptional customer service to travelers/hosts and interact with stakeholders
- Active listening skills to understand customer needs and provide personalized recommendations and assistance
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Ability to organize a high volume of work, multitask, and prioritize, and to work according to prescribed schedules, including breaks, lunches, and training time.
- Passion for providing exceptional customer service and setting the bar high
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to react quickly and decisively.
- Good computer skills, including Apple/Mac OS, Google Suite, knowledge of CRM systems, and the ability to quickly learn new tools.
- Fluency in English and French is mandatory.
Your location:
Due to the nature of this position, the successful candidate will need to be based in Canada to be able to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces you live in are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a disabled candidate and need reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.
This position corresponds to a vacancy within the organization.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$58,000—$64,000 CAD