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

Strong organizational skills and attention to detail

Openness to changing responsibilities and team assignments

Use customer service expertise, risk judgment, and clear communication to manage Airbnb cases and strengthen community support operations.

📌 Senior Customer Experience Case Manager (Montreal)
🏢 airbnb
📍 Montreal