Premium Support Associate

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 Premium Support Associate. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Montréal, Canada. The Difference You Will Make: The Premium Support Associate functions on the front line interacting directly with both customers & 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 Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. Premium Support Associates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced 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: 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 livechat, social platforms, messaging, and directly through the phone Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem 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 Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances Personalize communications to users, demonstrating the highest hospitality standards Participating in your team's improvement: 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. Shares ideas to improve processes and ways of working Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results Displays openness and approachability when resolving issues Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics You are on-call to handle emergency situations in the evenings & weekends

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.