Senior Specialist, Premium Support – Portuguese/English

Airbnb

Airbnb premium support specialist resolving complex reservation issues for Hosts and Guests. Managing sensitive cases, stakeholder escalations, and personalized service across Canada’s remote support operation.

Posted 8/4/2026full-time🇨🇦 CanadaSenior💰 CA$83,000 - CA$88,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing exceptional customer support, particularly in high-pressure situations, while effectively managing complex issues and engaging with diverse stakeholders. Proficient in conflict resolution, negotiation, and adapting to dynamic environments, with a strong focus on continuous improvement and process simplification.

Highest-signal resume keywords

6+ Years Multicultural Customer Service ExperienceHospitality Industry ExperienceConflict Resolution SkillsFluency in English and PortugueseAdvanced Computer Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

World-Class Interpersonal SkillsActive Listening SkillsEmpathy and PatienceExcellent Organization and PrioritizationAbility to Thrive in Ambiguous Environments

Tools & Technologies

Apple/Mac OSGoogle SuiteCRM Systems

Industry Keywords

Customer SupportReservation IssuesLuxury SegmentStakeholder EngagementProcess Improvement

About the role

Key responsibilities & impact

Provide end-to-end support to key Airbnb community members experiencing reservation issues, including Luxury segment cases
Interact directly with Airbnb customers, community members, and internal stakeholders through current and future channels
Take ownership of assigned cases through complete final resolution using workflows, management guidelines, and independent assessment
Handle severe, urgent, highly sensitive, high-stakes, and high-value cases
Become a subject matter expert in Airbnb policies and procedures
Explain and simplify complex information and address complex questions confidently
Negotiate and mediate between Hosts and Guests to resolve issues
Anticipate user expectations and pursue the best outcome for all parties
Work cross-functionally with Legal, Policy, and other services on sensitive cases
Operate autonomously and make decisions about following or departing from workflows
Deliver personalized, exceptional customer support to Guests and Hosts
Drive cases to conclusion urgently and accurately, using judgment in ambiguous situations
Provide management with insights on community experience and continuous improvement opportunities
Support process simplification, performance-improvement initiatives, consultations, and subject-matter-expert activities
Support onboarding of new employees
Help management implement changes and contribute positively to the team
Take on varied tasks, responsibilities, and potentially move between Community Support teams
Build and maintain relationships with stakeholders outside the team
Handle emergency situations during evening and weekend on-call periods
Promote a culture centered on quality

Requirements

What you’ll need

6+ years of relevant experience in multicultural customer service teams
Preferably hospitality-industry experience, especially with high-profile and influential clientele
Experience making calls and handling customer or client contacts
Experience engaging executive-level stakeholders to resolve conflicts effectively and promptly
Ability to explain complex ideas simply and clearly
Ability to work weekend days, public holidays, and early morning/evening shifts; schedule may change with business needs
World-class written and spoken interpersonal and communication skills, including conflict resolution
Active listening skills
Empathy and patience in high-pressure customer situations
Excellent organization, prioritization, multitasking, attention to detail, and goal management
Ability to thrive in ambiguous, fast-paced, complex environments and respond proactively
Ability to adapt to new tasks, responsibilities, priorities, and environments, including moving to a new team
Ability to assess risk, understand urgency, exercise good judgment, and share pertinent information with stakeholders and executives
Advanced computer skills, including Apple/Mac OS and Google Suite
Familiarity with CRM systems and ability to quickly learn new tools
Fluency in English and Portuguese, spoken and written, is required

Benefits

Comp & perks

Remote-eligible work arrangement
Occasional attendance at Airbnb office or offsites, as agreed with manager
Eligibility for bonus
Eligibility for equity
Benefits
Employee Travel Credits
Disability accommodations during the application and interview process