about 5 hours ago
Specialist, Premium Support (French)
British Columbia, Canada
$58,000-$63,000 / year
full-timemid Remotehospitality
Tech Stack
Description
You will provide exceptional customer service to Airbnb's community, including the Luxury segment, handling complex cases end-to-end through various channels like livechat, phone, and messaging. You will foster strong relationships with users and internal stakeholders while ensuring complete resolution and a high-quality experience.
Requirements
- 3+ years experience in multicultural customer service teams, preferably hospitality
- Experience handling calls and customer contacts
- Experience with high-profile clientele preferred
- Prior experience using phone, messaging, or live chat
- Ability to work weekend days, public holidays, and early morning/evening shifts
- Very good verbal and written communication skills in English and French
- Active listening, empathy, and patience
- Ability to organize high volume of work, multitask, and prioritize
- Passion for exceptional customer service
- Ability to thrive in ambiguous, fast-paced environment
- Proactive attitude and adaptability
- Good computer skills including Apple/Mac OS, Google Suite, CRM systems
- Language proficiency in English and French (spoken and written)
Responsibilities
- Provide end-to-end support to key community members, including the Luxury segment
- Interact with customers through livechat, social platforms, messaging, and phone
- Take ownership of cases, ensuring complete resolution and fostering relationships
- Escalate accurately to other teams when appropriate
- Personalize communications to users, demonstrating high hospitality standards
- Proactively identify opportunities to enhance user experience
- Leverage functional knowledge to support team success and document best practices
- Engage with senior stakeholders and collaborate cross-functionally
- Be on-call for emergency situations on evenings and weekends
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