Full-Time

Premium Support Senior Associate

Confirmed live in the last 24 hours

Airbnb

Airbnb

10,001+ employees

Online marketplace for lodging and experiences

Government & Public Sector
Real Estate

Senior

No H1B Sponsorship

British Columbia, Canada

Candidates must be based in Canada, specifically in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Category
Customer Support
Customer Success & Support
Required Skills
Customer Service

You match the following Airbnb's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
  • Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
  • Active listening skills
  • Empathy and patience in dealing with customers, especially in high-pressure situations
  • Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
  • Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
  • Advanced 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, other languages are a plus
  • Ability to work weekend days and public holidays required, as well as evening shifts
  • A quiet and private workspace at home and a high-speed internet connection are required.
Responsibilities
  • 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
  • Take end-to-end ownership of all assigned cases: ensuring a complete *final* resolution is reached based on workflows, management guidelines & your own assessment of the case situation
  • Become a subject matter expert in Airbnb policies and procedures
  • Operate with little to no support from your leadership
  • Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
  • Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
  • Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
  • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
  • Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
  • Personalize communications to users, demonstrating the highest hospitality standards
  • Provide insights about community experience and continuous improvement opportunities to your Management
  • Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
  • May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
  • Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt
  • You are on-call to handle emergency situations in the evenings & weekends
  • Inspire a culture where quality is a core principle.
Desired Qualifications
  • Hospitality experience is a plus, in particular working for technology platforms
  • 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.

Airbnb operates an online marketplace that connects travelers with hosts offering lodging and unique tourism experiences. The platform allows hosts to list their properties, which can range from single rooms to entire homes, enabling guests to book accommodations that provide a more authentic local experience. Airbnb earns revenue through a commission system, taking a percentage from each booking made on its platform. With a presence in nearly every country and over 5 million hosts, Airbnb has facilitated more than 1.5 billion guest arrivals. Additionally, the platform offers various local experiences organized by hosts, allowing guests to engage in activities that enhance their travel adventures.

Company Stage

IPO

Total Funding

$3.7B

Headquarters

San Francisco, California

Founded

2007

Growth & Insights
Headcount

6 month growth

1%

1 year growth

1%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • Rising demand for eco-friendly travel boosts Airbnb's innovative AI and AR features.
  • Digital nomadism trend increases long-term stay opportunities for Airbnb.
  • 'Bleisure' travel growth allows Airbnb to target business travelers seeking unique stays.

What critics are saying

  • Legal challenges like the DOJ lawsuit could increase Airbnb's operational costs.
  • Political backlash from Airbnb's Super PAC may lead to regulatory scrutiny.
  • Departure of key legal staff may affect Airbnb's regulatory compliance.

What makes Airbnb unique

  • Airbnb offers unique stays, enhancing travel experiences beyond traditional hotels.
  • The platform connects hosts and guests globally, facilitating diverse lodging options.
  • Airbnb's commission-based model incentivizes hosts to monetize their properties.

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Benefits

Comprehensive health plans

Paid volunteer time

Healthy food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit