Job Description
📋 Description Complex case management to deliver the highest level of service. Interact with customers and community across live chat, social, messaging, and phone. Own end-to-end resolution of assigned cases, escalating when needed. Demonstrate ownership, good judgment, and adaptability across teams. Deliver personalized, hospitality-focused support to guests and hosts. On-call for emergencies evenings and weekends; schedules may change. 🎯 Requirements 3+ years in multicultural customer service; hospitality experience a plus. Experience serving high-profile clients via calls, messaging or live chat. Fluent in English and French, written and spoken. Weekend and holiday availability; possible early morning/evening shifts. Excellent verbal and written communication; active listening and empathy. Able to manage high volume, multitask, and prioritize. Proactive, adaptable; comfortable moving to new teams. Proficient with Apple/Mac OS, Google Suite, and CRM systems. 🎁 Benefits Inclusion and belonging across the company. Disability-inclusive application/interview process with accommodations. Reasonable accommodations: [email protected]. Eligible for bonus, equity, benefits, and Employee Travel Credits. Newly created role with potential to evolve within Airbnb. Remote-friendly work within Canada.
