Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. We emphasize the importance of our employees, fostering enduring relationships within our teams and communities.

Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities.

Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job DescriptionElevated Support Senior SpecialistLocation: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site roleReports to: ManagerContract: Regular, Full-timeEducation : High School DiplomaTravel Requirements: NoAdvertised as: Elevated Support Senior SpecialistTitle: Operations Customer Expert IIAbout UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone winsAbout the JobAs 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 solid 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. Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions. Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what's right for our community.

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.

Continuous Improvement: Serve as a SME (subject matter expert) for complex case handling and policy.

Support

Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience. QualificationsA minimum of 24 months of call center experience or higher-level CS experience such Team LeaderProven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.

High School

Diploma or equivalent.

Fluent English

Language proficiency. 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.

Maintain accuracy and security of customer information on Airbnb systems.



PreferredExperience in supporting clients within hospitality or technology platforms. Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.

Performance & Problem-Solving: Navigate complex customer service scenarios effectively while consistently meeting or exceeding key performance metrics. Strives to ensure every user feels valued and every case is resolved equitably and conclusivelyBenefits & PerksEstablished career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business. 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 programsPositive and supportive environmentMedical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. LocationCandidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto100% on-site roleCompensation23.43 CAD per hourTeleperformance welcomes and encourages applications from people with Disabilities.

Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity EmployerJob Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.

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