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. Elevated Support Senior Specialist

Location:
75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site role Contract: Regular, Full-time

Education:
High School Diploma Travel

Requirements:
Advertised as: Elevated Support Senior Specialist Title: Operations Customer Expert II TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than500,000 employees,developmentof an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. Flexible
- We believe in results As 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’llown cases from “A to Z,”leveragingstrong 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, ensuringtimely, 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,processesand 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. A minimum of24 monthsof call center experience or higher-level CS experience such Team Leader Provenexpertisehandling complex, high-stakes casework, witha track recordof 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. Experience 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. Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business. Continuous learning through progressive training that is specific to your tenure and skills. Competitive salary with incentive programs Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. Candidates areadvised to bewithin travel distance from our primary locations: 100% in office role 23.43 CAD per hour Teleperformance welcomes and encourages applications from people with Disabilities. 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. If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance. #

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