{"id":340772,"url":"https://alion.io/job/airbnb-specialist-premium-support-2","title":"Support Specialist, Premium","company":{"id":77,"name":"Airbnb","domain":"airbnb.com","url":"https://alion.io/company/airbnb","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":52,"ghost_share":0,"stale_share":0.654,"repost_share":0.038,"time_to_fill_p50_days":44,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":58000,"max":64000,"currency":"CAD","period":"year","gross":null,"usd_annual":45575},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-28T15:33:37Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-30T04:38:28Z","board_verified":true,"closed_at":null,"days_open":93,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":93},"description":"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.\nThe Community You Will Join: \nWe 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 in both English and French, spoken and written. Due to the nature of this position, the successful applicant will need to be based in British Columbia, Canada to be able to conduct their work.\nThe Difference You Will Make:\nThe Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Support Specialist, Premium Supportyou 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 primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. Support Specialist, Premium Supportneeds 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 environment, 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.\nA Typical Day: \nComplex case management: Provide the highest level of service to our community in each and every case\nInteract 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\nTake 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\nDemonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval\nBe highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work \nUnderstands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem\nCan be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management\nCombining 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\nDisplays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution\nProactively 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\nResolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances\nPersonalize communications to users, demonstrating the highest hospitality standards\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success\nProvide insights about community experience and continuous improvement opportunities to your Management\nHelp document ways of working, best practices, and the norms for your service(s) as requested by management\nProvides technical/functional/SME to less experienced members of the team.\nShares ideas to improve processes and ways of working\nStakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results\nDisplays openness and approachability when resolving issues\nUnderstands key drivers of your function and how they relate to one another, as well as the business impact of those metrics\nYou are on-call to handle emergency situations in the evenings & weekends\nYour Expertise:\n3+ 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\nHospitality 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. \nExperience 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.\nAbility to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.\nVery good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.\nActive listening skills to understand guest needs and provide personalized recommendations and assistance.\nEmpathy and patience in dealing with customers, especially in high-pressure situations.\nAbility to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.\nPassion for delivering exceptional customer service and setting a high bar.\nAbility to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.\nAbility to adapt to new tasks and responsibilities as needed.\nProactive attitude towards embracing new challenges and adjusting to changing priorities and environments.\nCapable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.\nGood computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.\nLanguage proficiency in English and French, written and spoken, other languages are a plus.\nYour Location:\nDue to the nature of this position, the successful applicant will need to be based in British Columbia, Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.\nOur Commitment To Inclusion & Belonging:\nAirbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.\nWe 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: . Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. \nWe 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.\nWe use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. \nThis role is newly created and does not replace or backfill an existing position.\nHow We'll Take Care of You:\nOur 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.\nCanada Annual Pay Range\n$58,000—$64,000 CAD\nReasonable 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.\nA 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 or @ 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.","description_format":"text","description_chars":10103,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vacation Rentals","Online Rental Platforms","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-09-05T18:03:57Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.414,"p_room":0.28,"age_days":93,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":45575,"is_top_pay":false},"html_url":"https://alion.io/job/airbnb-specialist-premium-support-2","json_url":"https://alion.io/job/airbnb-specialist-premium-support-2.json","meta":{"generated_at":"2026-10-30T07:42:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10837,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":77},"rest":"https://alion.io/mcp/rest/get_company?id=77"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fairbnb-specialist-premium-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fairbnb-specialist-premium-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fairbnb-specialist-premium-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/airbnb-specialist-premium-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fairbnb-specialist-premium-support-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":340772}},{"tool":"search_jobs","arguments":{"company":"airbnb.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":340772},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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