Lead end-to-end customer experience cases for Airbnb with autonomous decision-making, risk assessment, and explicit 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
Robust 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