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 seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Italian, spoken and written. The Difference You Will Make: The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, 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 primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Italian, problem-solving abilities, and customer service expertise. They should 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. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day

• Provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support
• Interact directly with customers and internal stakeholders
• Provide end-to-end support to key members of the community, including the Luxury segment
• Take ownership of cases, ensuring complete resolution and fostering strong relationships with users
• Interact with customers through channels like live chat, social platforms, messaging, and phone
• Ensure complete final resolution based on workflows and management guidelines, escalating when appropriate
• Demonstrate ownership mentality, good judgment, and adapt workflows with management approval
• Be receptive to feedback from Management and Quality to improve work
• Understand multiple perspectives and evaluate options for addressing problems
• Engage with senior stakeholders and collaborate cross-functionally with management help
• Provide personalized and exceptional customer support to guests and Hosts
• Handle a larger volume of cases without impacting quality
• Proactively anticipate opportunities to enhance user experience and offer tailored solutions
• Resolve user issues quickly to high satisfaction, considering context
• Personalize communications demonstrating high hospitality standards
• Provide insights about community experience and improvement opportunities to Management
• Help document ways of working, best practices, and norms
• Provide technical/functional/SME support to less experienced team members
• Share ideas to improve processes and ways of working
• Take on various tasks and responsibilities as needed, including moving teams
• Display flexibility, openness, and approachability in resolving issues
• Understand key drivers of function and business impact of metrics
• Be on-call to handle emergency situations in evenings and weekends

Your Expertise

• 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality industry
• Experience with high-profile and influential clientele is preferred
• Experience in a role making calls and handling customer/client contacts
• Hospitality experience, particularly with technology platforms, is a plus
• Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Experience engaging with executive-level stakeholders to resolve conflicts effectively and timely
• Demonstrated ability to explain complex ideas simply and clearly
• Ability to work weekend days, public holidays, early morning/evening shifts; schedule can change
• Based in Canada (British Columbia, Ontario, Quebec, Alberta, or Saskatchewan)
• Language proficiency in English and Italian, written and spoken; other languages a plus

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$58,000—$63,000 CAD