高级支持专员

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.

Airbnb was founded in 2007 when two Hosts welcomed three guests into their home in San Francisco, and has since grown to more than 4 million Hosts who have welcomed more than a billion guests in nearly every country around the world. Every day, Hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way.

**The community you will join:**

We are looking for a committed and enthusiastic candidate to provide exceptional customer service to the Airbnb community as a Customer Service Specialist, Premium Support. The ideal candidate is welcoming, analytical and determined to deliver service of the highest quality.

**The difference you will make:**

The Premium Support Associate works on the front line and interacts directly with customers and internal stakeholders. As a Premium Support Associate, you will be responsible for providing end-to-end support to key members of our community, including, but not limited to, the Luxe segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users throughout the process. Premium Support Associates need strong communication skills, problem-solving abilities and customer service expertise. They must also be adaptable and responsive in our fast-changing environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

**A typical day:**

**Complex case management: Providing the highest level of service to our community in every case**

- Interact with Airbnb customers and community members through all current and future channels, both inside and outside Airbnb tools, including live chat, social platforms, messaging and directly by phone.
- Take full ownership of all assigned cases: ensure a complete final resolution (or settlement, final decision, etc.) is reached based on workflows and management guidelines, fostering the relationship with our users throughout the process and accurately handing them off to other teams when appropriate.
- Demonstrate an ownership mindset and good judgment, as well as the ability to challenge and depart from the workflow when necessary, only with management approval.
- Be highly receptive to feedback from Management and Quality, and quickly adopt behaviours that improve the quality of your work.
- Understand multiple perspectives on a topic or situation and be able to assess and present several options for solving a problem.
- May be asked to engage further with senior stakeholders and collaborate cross-functionally, with management support.

**Combining efficiency and tailored quality: Providing personalised, exceptional customer support to travellers and hosts, ensuring their unique needs and preferences are met with the highest level of care and attention.**

- Demonstrate the ability to handle a larger volume of cases without negatively impacting the quality of interaction and resolution.
- Proactively anticipate and identify opportunities to improve the user experience and, with management support, propose tailored solutions and recommendations that go beyond their expectations, ensuring a seamless and memorable experience throughout their interactions with Airbnb.
- Resolve user issues quickly and with a high level of mutual satisfaction, taking into account the specific context and circumstances.
- Personalise communications with users, demonstrating the highest standards of hospitality.

**Contributing to the improvement of your team: Use your functional operational knowledge to proactively support team success**

- Provide insights on the community experience and opportunities for continuous improvement to your management.
- Help document working methods, best practices and standards for your service(s), at management's request.
- Provide technical/functional/SME services to less experienced members of the team.
- Share ideas to improve processes and ways of working.

**Stakeholder engagement: You have earned the trust of internal and external stakeholders through effective relationship management and delivering results.**

- Demonstrate openness and accessibility when resolving issues.
- Understand the key drivers of your function and how they relate to each other, as well as the business impact of these metrics.
- Be on call to handle emergency situations in the evenings and on weekends.

**Your expertise:**

**Your background and experience**

- At least 3 years of relevant experience in multicultural customer service teams, preferably in the hospitality sector (experience with high-level and influential clientele is a plus) and in a role involving taking calls and managing customer/client contacts.
- Experience in hospitality is an asset, particularly working for technology platforms. Prior experience using phone, messaging or live chat to interact with users/customers is preferred.
- Experience collaborating with executive-level stakeholders to resolve conflicts in a detailed, efficient and timely manner, and a proven ability to explain complex ideas simply and clearly.
- Ability to work required weekends and holidays, as well as evening shifts. Please note that this role requires working Sunday to Thursday OR Tuesday to Saturday for 9 hours per day (including a one-hour break) between 6 a.m. and 9 p.m. (in your local time zone across Canada). Your schedule may change to meet business needs and, where possible, we will take your availability into consideration.

**Your skills and areas of expertise**

- Very good verbal and written communication skills to provide exceptional customer service to travellers/hosts and interact with stakeholders
- Active listening skills to understand customer needs and provide personalised recommendations and assistance
- Empathy and patience in customer relations, especially in high-pressure situations
- Ability to manage a high volume of work, multitask and set priorities, and work to prescribed schedules, including breaks, lunches and training time.
- Passion for delivering exceptional customer service and setting a high bar
- Ability to thrive in an ambiguous, fast-paced and complex environment, acting proactively to respond quickly and decisively.
- Good computer skills, including Apple/Mac OS, Google Suite, knowledge of CRM systems and the ability to quickly learn new tools.

**Your location:**

Due to the nature of this role, the successful candidate must be based in Canada in order to perform the work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated, so please check with us whether the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

**Our commitment to inclusion and belonging:**

Airbnb is committed to working with the broadest possible talent pool. We believe diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you through the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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_We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human._

_This position corresponds to a vacant position within the organization._

**How We'll Take Care of You:**

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$58,000—$63,000 CAD

**Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

**A Note on Recruiting Scams:** 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.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.