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Premium Support Senior Associate

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Airbnb

Dec 1

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Hospitality & Retail
  • Montréal

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) and in a role making calls and handling customer/client contacts
  • 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.
  • Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
  • 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
  • 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
  • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
  • 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

Responsibilities

  • 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
  • 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
  • Explains 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
  • 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
  • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
  • Ability to multitask and handle multiple issues at the same time with efficiency and speed
  • 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
  • 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
  • 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.
  • Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
  • 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.

FAQs

What is the job title for this position?

The job title is Premium Support Senior Associate.

Where is this position located?

This position is based in Montréal, Canada.

What are the main responsibilities of a Premium Support Senior Associate?

The main responsibilities include providing end-to-end support for key community members experiencing issues with their reservations, managing complex cases, and ensuring strong relationships with users.

What experience is preferred for this role?

Ideally, candidates should have 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry, with experience engaging with executive-level stakeholders.

Is experience with high-profile clients valued in this role?

Yes, experience with high-profile and influential clientele is preferred.

What are the required working hours for this position?

Candidates must be available to work weekends, public holidays, and evening shifts as needed.

What skills are necessary for success in this position?

Necessary skills include excellent communication, active listening, empathy, strong organizational abilities, and experience with CRM systems.

Is language proficiency required for this role?

Proficiency in English is required, and other languages are a plus.

Will I need to handle emergency situations in this role?

Yes, you will be on-call to handle emergency situations during evenings and weekends.

How does Airbnb support diversity and inclusion in the workplace?

Airbnb is committed to working with a diverse talent pool and encourages all qualified individuals to apply, fostering innovation and engagement.

What is the application process for candidates with disabilities?

Candidates with disabilities who require reasonable accommodation in the application process are encouraged to contact Airbnb at reasonableaccommodations@airbnb.com.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit

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