Join Teleperformance – Where Excellence Meets Opportunity

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.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Elevated Support Senior Specialist

Location: 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: No

For existing vacancy : No

Advertised as: Elevated Support Senior Specialist
Title: Operations Customer Expert II

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than500,000 employees,developmentof an productive and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.





Ranked 11th in the world’s Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, weremaintrue to our core values of integrity, respect, professionalism,innovationand commitment.

- Autonomous - We encourage and trust your decision-making skills

- Progressive work environment- If you have skills to prove we have all ladders for you to grow

- Flexible - We believe in results

- Innovative - All ideas matter

- Inclusive - Everyone is Included and everyone wins

About the Job

- 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.

Core Responsibilities

Complex Case Management:

- Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
- Serve as the single point of contact for all parties, ensuringtimely, personalized, and effective solutions.
- Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
- Proactivelyanticipateuser 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 our community.

Stakeholder Engagement & Communication:

- 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.
- Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.

Continuous Improvement:

- Serve 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.

Qualifications

- A minimum of24 monthsof call center experience or higher-level CS

📌 Elevated Support Senior Specialist (Toronto)
🏢 Teleperformance Spain
📍 Toronto