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Airbnb
Airbnb began in 2007 when two hosts opened their San Francisco home to three guests. Since then, it has grown into a global community of over 5 million hosts, welcoming more than 2 billion guest arrivals across nearly every country in the world.
Every day, hosts share authentic experiences and unique stays that help guests connect with local communities in a meaningful way.
We’re looking for a passionate and customer-focused Customer Service Specialist, Premium Support to deliver exceptional service to our Airbnb community.
The right candidate will be empathetic, analytical, and fluent in English and Spanish (both written and spoken), dedicated to maintaining Airbnb’s high standards of hospitality.
As a CS Specialist, Premium Support, you’ll serve on the front lines — managing relationships and resolving complex cases for key members of our community, including users within the Luxury segment.
You’ll own each case from start to finish, ensuring fast and complete resolution while providing a world-class experience that reflects Airbnb’s values.
This role requires strong communication, problem-solving, and multitasking skills, as well as flexibility to adapt to shifting priorities in a fast-paced environment.
Deliver Expert-Level Case Management
Provide high-quality, personalized support to Airbnb guests and hosts.
Communicate through various channels — including phone, chat, social platforms, and messaging tools.
Take ownership of all assigned cases and ensure full resolution according to established workflows and guidelines.
Escalate complex issues appropriately, supplying detailed documentation and context.
Demonstrate sound judgment and adaptability when deviating from workflows (with management approval).
Apply feedback constructively to improve service quality and efficiency.
Deliver Bespoke, High-Touch Support
Manage a large volume of cases without sacrificing service quality.
Anticipate user needs and proactively offer tailored solutions.
Ensure a smooth, empathetic, and memorable experience for every interaction.
Personalize communications and reflect Airbnb’s highest hospitality standards.
Contribute to Team Excellence
Share process improvements and feedback with management.
Document best practices and contribute to internal knowledge-sharing.
Support and mentor less-experienced team members as needed.
Stay flexible to take on new projects or responsibilities when required.
Engage Effectively with Stakeholders
Build trust with both internal teams and external partners through transparency and reliability.
Understand key business metrics and how your role contributes to company goals.
Remain available for on-call or after-hours support during evenings and weekends when necessary.
3+ years of customer service experience in multicultural or hospitality environments.
Background in handling high-profile clients or executive-level communications.
Prior experience engaging users via phone, chat, or messaging platforms.
Strong communication and conflict-resolution skills, with the ability to simplify complex topics.
Availability for weekends, holidays, and rotating shifts (including early mornings and evenings).
Excellent organization and multitasking abilities.
Genuine passion for delivering outstanding customer experiences.
Adaptability and initiative in fast-changing environments.
Technical proficiency with Apple/Mac OS, Google Suite, and CRM platforms; quick learner with new tools.
Fluency in English and Spanish (additional languages are a plus).
This position requires the candidate to be based in Canada, preferably in British Columbia.
Currently, eligible provinces include British Columbia, Ontario, Quebec, Alberta, and Saskatchewan. This list is regularly updated — please confirm eligibility if you reside elsewhere.
At Airbnb, we believe that diversity fuels creativity and innovation.
We are proud to be an equal opportunity employer and are committed to fostering an inclusive environment for all.
If you have a disability and need accommodations during the application or interview process, please contact reasonableaccommodations@airbnb.com with your name, the role you’re applying for, and details of the accommodation needed.
Our job titles may cover multiple levels of experience. Compensation is determined by training, experience, transferable skills, business needs, and market factors.
This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range (Canada): $58,000 – $63,000 CAD per year.