# Senior Support Specialist, Premium Support at Airbnb

- Company: Airbnb (airbnb.com)
- Location: Canada
- Places: Canada
- Posted: 2026-08-05
- Apply: https://careers.airbnb.com/positions/8107160?gh_jid=8107160
- Page: https://ye.saranatour.dev/jobs/senior-support-specialist-premium-support-airbnb-kn7a4zmncxzsk4hjyj42xw4v7n8hdf0f

## The posting

Senior Support Specialist, Premium Support
Airbnb · Canada

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

**The Community You Will Join:**

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Support Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English, spoken and written.

**The Difference You Will Make:**

The Senior Support Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Support Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Support Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

**A Typical Day:**

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

**Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases**

**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**

**Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals**

**Your Expertise:**

- 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working