Senior Customer Support Specialist

4 weeks ago

Montreal, Quebec, Canada airbnb, Inc. Full time

Role Overview

Airbnb is seeking a dedicated and enthusiastic candidate to provide exceptional customer service support to our community as a Premium Support Senior Associate. In this role, you will be responsible for delivering end-to-end support to key members of our community experiencing issues with their reservations, including those in the Luxury segment.

Responsibilities

  • Provide the highest level of service to our community in each case, interacting with Airbnb customers and community members through various channels, both within and outside of Airbnb tools.
  • Take ownership of all assigned cases, ensuring complete final resolution is reached based on workflows, management guidelines, and your assessment of the case situation.
  • Become a subject matter expert in Airbnb policies and procedures.
  • Operate with minimal support from leadership, explaining and simplifying complex information, providing appropriate context, and addressing complex questions with confidence.
  • Ability to negotiate and mediate between hosts and guests in resolving issues related to high-stake and high-value reservations.
  • Proactively anticipate user expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box and constantly looking for compromises.

Requirements

  • 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry, with experience working with high-profile and influential clientele.
  • Hospitality experience is a plus, particularly 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, as well as evening shifts, with a flexible schedule to meet business needs.
  • Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts and engaging with stakeholders.
  • 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, with other languages a plus.

Location

This position is based in Canada and requires the successful applicant to be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan to conduct their work.

Commitment to Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible and believes diverse ideas foster innovation and engagement, allowing us to attract creatively led people and develop the best products, services, and solutions.

  • Customer Support Specialist

    3 weeks ago

    Montreal, Quebec, Canada Softchoice Full time

    Unlock Your Potential as a Bilingual Customer Support SpecialistWe are seeking an experienced and bilingual customer support specialist to join our team at Softchoice. As a key member of our customer support department, you will play a vital role in delivering exceptional service to our customers.About the RoleThis is a fantastic opportunity for someone who...

  • Customer Support Specialist

    2 months ago

    Montreal, Quebec, Canada beBee Professionals Full time

    We are seeking a highly skilled Customer Support Specialist to provide technical support to customers, troubleshoot and resolve customer inquiries, and deliver exceptional customer service.The ideal candidate will have a minimum of two years of experience in a customer service role, excellent communication and problem-solving skills, and a strong...

  • Customer Support Specialist

    2 months ago

    Montreal, Quebec, Canada beBee Professionals Full time

    We are seeking a highly skilled Customer Support Specialist to join our team at beBee Professionals in Montreal. The ideal candidate will have a strong background in customer service and technical support, with excellent communication and problem-solving skills.The successful candidate will be responsible for providing technical support to our customers,...

  • Customer Support Specialist

    4 weeks ago

    Montreal, Quebec, Canada Telcobridges Inc. Full time

    Job Title: Customer Support SpecialistAbout the Role:The Customer Support Specialist will provide technical assistance to customers worldwide relating to the use of TelcoBridges' products. This involves working with customers to identify issues and advising on the solution, as well as providing identification, diagnosis and resolution to technical...

  • Senior Technical Support Specialist

    1 month ago

    Montreal, Quebec, Canada Beanfield Technologies Inc. Full time

    About the RoleWe are seeking a highly skilled Senior Technical Support Specialist to join our team at Beanfield Technologies Inc. The ideal candidate will have a strong background in technical support, with a focus on troubleshooting and resolving complex technical issues.Key Responsibilities:Provide advanced technical support to commercial customers,...

  • Senior Litigation Support Specialist

    3 weeks ago

    Montreal, Quebec, Canada Clyde & Co Full time

    Job DescriptionClyde & Co is a leading global law firm, specialising in sectors that underpin global trade and commercial activity. We are seeking an experienced Senior Litigation Support Specialist to join our team.About the RoleWe offer a highly competitive salary of $80,000 per year, reflecting the skills and experience required for this challenging role....

  • Senior Regional IT Support Specialist

    4 weeks ago

    Montreal, Quebec, Canada goeasy Full time

    About the Role:The goeasy company is looking for a skilled Senior Regional IT Support Specialist to join our team in Montreal, QC. This is a full-time position that requires attendance 5 days per week at our office.Main Responsibilities:Serve as the first point of contact for technical issues across all goeasy lines of business.Install and replace hardware,...

  • Customer Support Specialist

    7 days ago

    Montreal, Quebec, Canada IFG - International Financial Group Full time

    At IFG - International Financial Group, we are seeking a highly skilled Customer Support Specialist to join our team.We offer a competitive salary of approximately $55,000 per annum, reflecting the market rate for this position in the region.The ideal candidate will possess excellent bilingual skills in French and English, with 2-4 years of experience in...

  • Customer Support Specialist

    4 weeks ago

    Montreal, Quebec, Canada SGS Société Générale de Surveillance SA Full time

    About the Role:Societe Generale de Surveillance SA is seeking a skilled Customer Support Specialist to join its Digital and Data Service department. As a key member of the DevOps Service Platform team, you will play a crucial role in ensuring the stability and availability of software factory services and tools.Main Responsibilities:Ensure platform SLA...

  • Senior Windows Support Specialist

    4 weeks ago

    Montreal, Quebec, Canada US Tech Solutions, Inc. Full time

    About the RoleUS Tech Solutions, Inc. is a global staff augmentation firm providing on-demand talent and total workforce solutions.Job SummaryWe are seeking an experienced Senior Windows Support Specialist to join our team in delivering exceptional technical support services to our clients.ResponsibilitiesInstall and troubleshoot Windows 10/11 operating...

  • Senior Coordinator, Sales Support Specialist

    3 weeks ago

    Montreal, Quebec, Canada MCD McKesson Canada Corporation La Corporation McKesson Canada Full time

    Company OverviewMCD McKesson Canada Corporation / La Corporation McKesson Canada is a leading healthcare and pharmaceutical distribution company committed to delivering innovative solutions to its customers.Salary: $56,300 - $93,800 per yearJob Description:We are seeking an experienced Senior Coordinator, Sales Support Specialist to join our team in Quebec....

  • Customer Support Specialist for Roadside Assistance

    3 weeks ago

    Montreal, Quebec, Canada Arise Virtual Solutions Full time

    Work-from-Home Opportunity with Arise Virtual SolutionsBilingual customer support specialists are needed to provide remote service support for a leading roadside assistance company. This flexible work arrangement offers 24/7 scheduling, including weekends, and is ideal for fully-fluent bilingual speakers who can deliver exceptional customer service in...

  • Senior IT Testing Specialist

    4 weeks ago

    Montreal, Quebec, Canada IT UNLOCK CONSULTING INC. Full time

    IT Unlock Consulting Inc. is seeking an experienced Senior IT Testing Specialist to join our Customer Relationship Management team in Montreal, Canada.We are committed to providing the best possible service to our clients and are looking for a skilled professional who can help us achieve this goal.The ideal candidate will have a minimum of two years of...

  • Senior Document Specialist

    3 weeks ago

    Montreal, Quebec, Canada Mintz Global Screening Full time

    Job Title: Senior Document SpecialistWe are seeking a highly skilled and detail-oriented Senior Document Specialist to join our team at Mintz Global Screening. This is a full-time opportunity that offers a competitive salary of $45,000 per year, along with a comprehensive benefits package.About the Role:This role involves working in a fast-paced environment...

  • Senior Risk Management Specialist

    1 month ago

    Montreal, Quebec, Canada Crédit Agricole SA Full time

    Job Title: Senior Risk Management SpecialistJob Summary:We are seeking a highly skilled Senior Risk Management Specialist to join our team at Crédit Agricole CIB. As a Senior Risk Management Specialist, you will be responsible for articulating complex concepts and findings, highlighting narratives for senior management, and presenting data and validation...

  • Senior Cloud Migration Specialist

    2 weeks ago

    Montreal, Quebec, Canada Randstad Full time

    Randstad is seeking a Senior Cloud Migration Specialist to lead the front-end migration to AWS cloud.Job DescriptionWe are looking for a highly skilled and experienced professional to take charge of our customer portal (client center) and oversee two teams responsible for various shared portal functionalities. The successful candidate will be responsible for...

  • Senior Design and Support Engineer

    1 month ago

    Montreal, Quebec, Canada Lyons Consulting Group Full time

    Job TitleSenior Design and Support EngineerAbout the RoleWe are seeking a highly skilled Senior Design and Support Engineer to join our team in Mirabel. As a key member of our engineering team, you will be responsible for supporting a commercial aircraft program in the capacity of Design Engineer specialist for In-service support.Key ResponsibilitiesAssess...

  • Senior Treasury Banking Specialist

    1 week ago

    Montreal, Quebec, Canada Banque Nationale du Canada Full time

    We're seeking an experienced Treasury Banking Specialist to join our Commercial Banking team at Banque Nationale du Canada. This is a unique opportunity to leverage your expertise in treasury products and customer service to drive business growth and profitability.About the RoleThis role reports to the Treasury Manager, Team Leader, and involves...

  • Senior IT Infrastructure Specialist

    18 hours ago

    Montreal, Quebec, Canada Fed IT Full time

    We are seeking an experienced Senior IT Infrastructure Specialist to join our team at Fed IT. In this role, you will be responsible for managing and maintaining our clients' IT infrastructure, including networks, servers, and databases.As a Senior IT Infrastructure Specialist, you will oversee the installation, configuration, and deployment of workstations,...

  • Senior Application Support Specialist

    1 month ago

    Montreal, Quebec, Canada National Bank Full time

    About the RoleWe are seeking an experienced Senior Application Support Specialist to join our Payments and Counters team. As a key member of our team, you will play a critical role in analyzing new requests and providing application support.Key Responsibilities• Set up prerequisites and cloud environments for the development and deployment of application...