Elevated Support Senior Specialist

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4. 100% on‑site role.

Reports to: Manager. Contract: Regular, Full‑time. Education: High School Diploma. Travel Requirements: None.

Core Responsibilities

- Complex Case Management
- Take full ownership of complex, high‑value, or high‑urgency escalations from guests and hosts.
- Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
- 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 the 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.

- Continuous Improvement

- 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

- Minimum of 24 months of call center experience or higher‑level customer service experience.
- Team leader experience.
- 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.
- Native English language proficiency.
- Good computer skills, including Apple/Mac OS and Google Suite, familiarity with CRM systems, and ability to quickly learn new tools.
- Ability to work weekend days and public holidays, early morning and evening shifts; schedule may change to meet business needs.
- Maintain accuracy and security of customer information on Airbnb systems.
- Preferred experience 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 — empathy, professionalism, solution‑oriented approach.
- Urgency & Responsiveness — prioritize critical cases and deliver timely resolutions under pressure.
- Empathy & Professionalism — subtle handling of escalated cases with discretion and sound judgment.
- Performance & Problem‑Solving — navigate complex customer service scenarios effectively while meeting performance metrics.
- Organizational Skills — strong prioritization, multitasking, attention to detail.
- Passion for User Satisfaction — genuine passion for resolving issues and delivering satisfaction.

Benefits & Perks

- Established career path supported by self‑assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth.
- Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
- Market-competitive salary with incentive programs.
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location Candidates are advised to be within travel distance from our primary location: Yonge‑Eglinton Midtown Toronto, 100% on‑site role.

Compensation: 21 CAD per hour.

Teleperformance welcomes and encourages applications from people with disabilities and is an Equal Opportunity Employer.

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📌 Elevated Support Senior Specialist (Toronto)
🏢 TP Canada
📍 Toronto