Bilingual Premium Support Senior Associate

Summary

Join Airbnb as a Bilingual (English & French) Premium Support Senior Associate and provide exceptional customer service to our global community. Based in Canada, you will manage complex cases, ensuring complete resolution for high-value reservations. You will need strong communication, problem-solving, and conflict resolution skills. This full-time, work-from-home position requires 5+ years of relevant experience in customer service, preferably in hospitality. Fluency in English and French is essential. You'll be a key member of our team, handling urgent cases, collaborating with stakeholders, and contributing to process improvements.

Requirements

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Fluency in English and French, spoken and written, is required
• This is a work from home position. A quiet and private workspace at home and a high-speed internet connection are required
• World class interpersonal and communication skills, both written and spoken, including conflict resolution
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent 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
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• 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 and French

Responsibilities

• Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases
• 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
• 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
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
• Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently 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
• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
• Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed
• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals
• Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle

Preferred Qualifications

• 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
• Other languages are a plus

Benefits

This is a work from home position