- As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You’ll own cases from “A to Z,” leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
- You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community.

Core Responsibilities

Complex Case Management

- Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
- Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
- Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
- Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business.
- Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
- Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.

Stakeholder Engagement & Communication

- Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
- Provide feedback and insights on potential improvements in tools, processes and policies.
- Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.
- Serve as a SME (subject matter expert)



for complex case handling and policy.
- Act as a role model for operational excellence, reliability, and adaptability.
- Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

Qualifications

- A minimum of 24 months of call center experience or higher-level CS experience such as Team Leader
- Proven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.
- Advanced conflict resolution, negotiation, and active listening skills.
- Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
- Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
- High School Diploma or equivalent.
- Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
- Maintain accuracy and security of customer information on Airbnb systems. Preferred
- Experience in supporting clients within hospitality or technology platforms.
- Analytical mindset with the ability to extract insights and propose solutions.
- Experience collaborating with stakeholders at all levels and cross-functional teams.

Core Competencies

- Effective Communication: Uphold client company's tone and voice by showing empathy, professionalism,



and a solution-oriented approach in every interaction with hosts and guests. Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.
- Urgency & Responsiveness: Act swiftly on escalations and/ or multi-touched cases demonstrating the ability to prioritise critical cases and deliver timely resolutions under pressure.
- Empathy & Professionalism: Demonstrate empathy, discretion, and sound judgment when managing escalated cases, always ensuring sensitive handling.
- Performance & Problem-Solving: Navigate complex customer service scenarios effectively while consistently meeting or exceeding key performance metrics. Able to offer practical, effective solutions for our Community.
- Organizational Skills: Apply strong prioritization, multitasking, and attention to detail to meet goals and honour commitments.
- Passion for User Satisfaction: Displays a genuine passion for resolving issues and delivering user satisfaction. Strives to ensure every user feels valued and every case is resolved equitably and conclusively.
- Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan and the prospect to grow in the organization.
- Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs.
- Positive and supportive environment.
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location

- Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto.

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📌 Elevated Support Senior Specialist (Toronto)
🏢 Tp
📍 Toronto