Deliver premium customer service for Airbnb through complex case management, strong communication, and autonomous support for high-value reservations. Evening and weekend on-call work is required.

As a Senior Specialist, Premium Support, you will support Airbnb Hosts, Guests, and internal stakeholders. You will manage reservation issues end to end, including Luxury cases, while building trusted relationships. The work requires problem-solving, negotiation, mediation, and sound judgment in sensitive situations.

Key Responsibilities:

- Manage severe, urgent, and highly sensitive community cases
- Own assigned cases through complete final resolution
- Explain complex information clearly across multiple audiences
- Negotiate and mediate high-stakes Host and Guest issues




- Partner cross-functionally with Legal, Policy, and other services

Requirements:

- Six or more years of relevant customer service experience
- Fluency in spoken and written English
- Robust communication, empathy, patience, and conflict resolution skills
- Advanced Apple Mac OS, Google Suite, and CRM skills
- Availability for weekends, holidays, and changing shifts

Apply your hospitality, judgment, and communication expertise to provide exceptional premium support for Airbnb’s community and stakeholders.

📌 Senior Premium Support Specialist Airbnb (Ottawa)
🏢 Airbnb
📍 Ottawa