Customer Support • Entry-Level

Who you are

You are a dedicated and enthusiastic individual with a strong commitment to delivering exceptional customer service. You possess excellent communication skills in both Mandarin and English, allowing you to interact effectively with a diverse range of customers and internal stakeholders. Your analytical mindset enables you to approach problems methodically, ensuring that you provide the highest standards of service. You thrive in a fast-paced environment and are adaptable, proactive, and resourceful, demonstrating professionalism and confidentiality in all interactions.

You have a passion for hospitality and understand the importance of fostering strong relationships with users. Your ability to remain calm under pressure and respond flexibly to changing situations makes you an ideal candidate for this role. You are committed to continuous improvement and are always looking for ways to enhance the customer experience.

What you'll do

As a CS Specialist in Premium Support, you will function on the front line, directly interacting with customers and internal stakeholders. Your primary responsibility will be to take ownership of cases, ensuring complete resolution while maintaining strong relationships with our users. You will provide end-to-end support to key members of the Airbnb community, including the Luxury segment, and will be expected to handle inquiries with a high level of professionalism.

You will utilize your problem-solving abilities to address customer concerns and ensure that their needs are met promptly and effectively. Your role will involve analyzing customer feedback and identifying areas for improvement in service delivery. You will also collaborate with other team members to share insights and best practices, contributing to a culture of excellence within the customer support team.

What we offer

Airbnb offers a competitive salary range of $58,000—$63,000 CAD annually, along with potential bonuses, equity, and benefits. You will have the opportunity to work in a dynamic environment where your contributions directly impact the customer experience. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team.