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The role involves managing security concerns for the Airbnb community, addressing complex cases, interacting with customers, providing support, and ensuring confidentiality. Candidates should demonstrate strong communication skills and the ability to handle sensitive situations effectively.

The Specialist provides customer service support, managing complex cases, and ensuring user satisfaction while fostering relationships with clients and stakeholders in a fast-paced hospitality environment.

Provide end-to-end premium bilingual (French/English) customer support to Airbnb hosts and guests across channels (phone, chat, messaging, social). Manage complex cases, resolve issues with high satisfaction, collaborate with internal stakeholders, document best practices, mentor teammates, and work scheduled shifts including evenings, weekends and holidays while maintaining confidentiality and professionalism.

Provide end-to-end premium customer support in English and French across channels (phone, chat, messaging), manage complex cases to final resolution, personalize high-touch service for guests and hosts, collaborate with stakeholders, document improvements, and support team training and escalation processes. Must be flexible to shift changes and evolving responsibilities.