Lead end-to-end customer experience cases for Airbnb with autonomous decision-making, risk assessment, and clear stakeholder communication. The schedule may include shifts, holidays, and emergency coverage.
As a Senior Specialist, Premium Support, you will handle complex issues affecting Airbnb customers and community members. You will assess urgency, determine appropriate solutions, and coordinate with Hosts, Guests, Executives, and internal teams. The role also supports operational improvement, onboarding, and changing team needs.
Key Responsibilities:
- Assess risk and urgency across complex customer situations
- Make workflow decisions supporting the best possible outcome
- Share community insights and improvement opportunities with Management
- Support onboarding,
consultations, and performance initiatives
- Help simplify team processes and ways of working
Requirements:
- Six or more years of relevant customer service experience
- World-class written and spoken English communication
- Ability to work autonomously in ambiguous situations
- Strong organizational skills and attention to detail
- Openness to changing responsibilities and team assignments
Use customer service expertise, risk judgment, and explicit communication to manage Airbnb cases and strengthen community support operations.
📌 Senior Customer Experience Case Manager (Ottawa)
🏢 airbnb
📍 Ottawa