Elevated Support Senior Specialist

Elevated Support Senior Specialist

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4. 100% on‑site role.

Reports to: Manager. Contract: Regular, Full‑time. Education: High School Diploma. Travel Requirements: None.

Core Responsibilities

• Complex Case Management
  • Take full ownership of complex, high‑value, or high‑urgency escalations from guests and hosts.
  • Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
  • Exercise discretion to deliver effective case closure, including making financial decisions when unique circumstances require thoughtful adaptation.
  • Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host and the business.
  • Negotiate and mediate between hosts and guests, often in ambiguous, high‑pressure situations.
  • Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for the community.
• Stakeholder Engagement & Communication
  • Clearly explain complex concepts to a variety of audiences—translating policy and process into user‑friendly language.
  • Provide feedback and insights on potential improvements in tools, processes, and policies.
  • Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.
• Continuous Improvement
  • Serve as a SME (subject matter expert) for complex case handling and policy.
  • Act as a role model for operational excellence, reliability, and adaptability.
  • Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

Qualifications

• Minimum of 24 months of call center experience or higher‑level customer service experience.
• Team leader experience.
• Proven expertise handling complex, high‑stakes casework, with a track record of delivering exceptional customer experiences.
• Advanced conflict resolution, negotiation, and active listening skills.
• Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
• Strong organization, prioritization, and multitasking abilities in a fast‑paced, evolving environment.
• High School Diploma or equivalent.
• Native English language proficiency.
• Good computer skills, including Apple/Mac OS and Google Suite, familiarity with CRM systems, and ability to quickly learn new tools.
• Ability to work weekend days and public holidays, early morning and evening shifts; schedule may change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems.
• Preferred experience supporting clients within hospitality or technology platforms.
• Analytical mindset with the ability to extract insights and propose solutions.
• Experience collaborating with stakeholders at all levels and cross‑functional teams.

Core Competencies

• Effective Communication — empathy, professionalism, solution‑oriented approach.
• Urgency & Responsiveness — prioritize critical cases and deliver timely resolutions under pressure.
• Empathy & Professionalism — subtle handling of escalated cases with discretion and sound judgment.
• Performance & Problem‑Solving — navigate complex customer service scenarios effectively while meeting performance metrics.
• Organizational Skills — strong prioritization, multitasking, attention to detail.
• Passion for User Satisfaction — genuine passion for resolving issues and delivering satisfaction.

Benefits & Perks

• Established career path supported by self‑assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth.
• Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
• Competitive salary with incentive programs.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location Candidates are advised to be within travel distance from our primary location: Yonge‑Eglinton Midtown Toronto, 100% on‑site role.

Compensation: 21 CAD per hour.

Teleperformance welcomes and encourages applications from people with disabilities and is an Equal Opportunity Employer.