Senior Specialist, Premium Support (Portuguese/English)

Location: Canada, remote eligible; candidates must live in Ontario, British Columbia, Quebec, Alberta, or Saskatchewan. Occasional office work or attendance at offsites may be required.

Annual base pay: CAD 83,000–88,000, with potential eligibility for bonus, equity, benefits, and Employee Travel Credits.

Company

Airbnb operates a global platform connecting hosts and guests through stays and experiences.

What you will do

• Manage complex, urgent, and high-value reservation cases from initial contact through complete resolution.
• Support customers and community members through phone, messaging, live chat, and other current or future channels.
• Apply Airbnb policies and procedures while using independent judgment to resolve ambiguous or sensitive issues.
• Negotiate and mediate between hosts and guests, including cases involving executive-level stakeholders.
• Collaborate with Legal, Policy, and other teams on highly sensitive cases.
• Contribute to process improvements, onboarding, performance initiatives, and subject-matter-expert activities.

Requirements

• 6+ years of relevant experience in multicultural customer service teams, preferably in hospitality or technology platforms.
• Fluency in English and Portuguese, both written and spoken, is required.
• Strong communication, interpersonal, active listening, empathy, organization, prioritization, and conflict-resolution skills.
• Experience handling customer contacts and resolving conflicts with executive-level stakeholders.
• Ability to work weekends, public holidays, early mornings, and evenings, with schedules changing according to business needs.
• Advanced computer skills, including Apple/Mac OS, Google Suite, CRM systems, and the ability to learn new tools quickly.

Nice to have

• Hospitality experience, particularly with technology platforms.
• Experience supporting high-profile or influential clientele.

Culture & Benefits

• Remote-eligible work arrangement in approved Canadian provinces.
• Occasional office and offsite participation may be agreed with the manager.
• Potential bonus, equity, benefits, and Employee Travel Credits.
• Work in a fast-paced, evolving environment with opportunities to take on new responsibilities or move between Community Support teams.
• Disability-inclusive application and interview accommodations are available.

Hiring process

• Applications may be screened using automated tools, with final hiring decisions made by a human reviewer.