Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Support Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

The Support

Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Support Specialist, Premium Support, you will be responsible for providing end‐to‐end support to key members of our community, including but not limited to the Luxury segment.

Support

Specialist, Premium Support needs strong communication skills in English and French, problem‐solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced workplace, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.

The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. Provide the highest level of service to our community in each and every case Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work Can be brought to engage more with senior stakeholders and to collaborate cross‐functionally, with help from management Combining efficiency with bespoke quality:



Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb Leverage your functional operational knowledge to proactively support the team success Provide insights about community experience and continuous improvement opportunities to your Management Help document ways of working, best practices, and the norms for your service(s) as requested by management Provides technical/functional/SME to less experienced members of the team. You are on‐call to handle emergency situations in the evenings & weekends 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high‐profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts ~ Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. ~ Experience engaging with executive‐level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. ~ Ability to work weekend days and public holidays, as well as early morning / evening shifts.

Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. ~ Empathy and patience in dealing with customers,



especially in high‐pressure situations. ~ Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. ~ Passion for delivering exceptional customer service and setting a high bar. ~ Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. ~ Language proficiency in English, written and spoken, other languages are a plus. This list is continuously being updated, please check back with us if the provinces you live in is on the list.

Our Commitment To Inclusion & Belonging: We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected] include your full name, the role you're applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. ____________________________________________________________________________________________________________________________________________________________ We use automated tools to help our recruiting team efficiently screen a large volume of applications.

The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. 58,000 - $63,000 CAD We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates.

A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.

📌 Weekend Support Specialist (Ottawa)
🏢 airbnb
📍 Ottawa