Elevated Support Senior SpecialistLocation: 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 ResponsibilitiesComplex Case ManagementTake 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 & CommunicationClearly 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 ImprovementServe 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.QualificationsMinimum 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 workplace.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 CompetenciesEffective 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 & PerksEstablished 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.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.#J-18808-Ljbffr

📌 Elevated Support Senior Specialist - C$21 An Hour (Winnipeg)
🏢 Teleperformance
📍 Winnipeg