Handle complex Airbnb cases as a Senior Specialist with advanced conflict resolution and communication skills, working 100% on-site in Midtown Toronto. Manage urgent escalations for guests and hosts.

Teleperformance seeks a Senior Specialist for its client's Community Support team. You will own sensitive cases end to end, mediate between guests and hosts, and exercise discretion when resolving unique circumstances. The work requires sound judgment, organization, and strong customer service experience.

Key Responsibilities:

- Own complex, high-value, and urgent escalations end to end
- Serve as the single contact for guests and hosts
- Negotiate and mediate between parties during difficult cases
- Explain policies and processes in user-friendly language
- Provide insights on tools, processes, and policy improvements

Requirements:

- At least 24 months of call center experience
- Expertise handling complex, high-stakes customer casework
- Advanced conflict resolution, negotiation, and active listening skills
- High School Diploma or equivalent
- Fluent English and solid computer skills

Apply complex case management, mediation, and customer communication skills as a Senior Specialist supporting Airbnb guests and hosts.

📌 Senior Complex Case Support Specialist (Toronto)
🏢 TP GROUP
📍 Toronto