• Full-time

The CS Team Specialist supports one or more internal CS services. This is a full-time position based in the East Coast of Canada, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast-paced environment while juggling multiple priorities. They may be assigned to support one or more services.

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. This is a full-time position based in the East Coast of Canada and requires fluency in English and Spanish, written and spoken.

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.

Enable the Successful Resolution of Core Customer-Facing Work

• Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).
• Act as Delivery’s first line of escalation support and handle high severity/sensitivity cases, including:
• Taking over severe/sensitive cases from an Ambassador when required
• Handling supervisor approvals and call requests
• Manage Slack/Zoom consultations and act as floor support for the team.

Set Up a Well-Oiled Operational Environment

• Ensure the team’s work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning Ambassadors to work.
• Ensure the team is skilled in CCPAM and has the tools they need to do their work; act as the first point of contact for troubleshooting IT issues.
• Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real-time workforce management, liaising with WFP, and supporting the planning of peak seasons.
• Think critically and constantly evaluate operations, proposing changes in tools, workflows, or best practices.

Collaborate with Cross-Functional Partners and Stakeholders

• Summarize and escalate issues to high-level stakeholders when appropriate.
• Step in as a consultative escalation point for other Delivery teams handling complex cases.
• Maintain deep knowledge of policies and operations; act as POC for CS teams to understand how things work in your service(s) within Delivery.

Provide Recommendations and Insights on Service Performance

• Report on Ambassador, team, and service performance trends to Delivery leadership.
• Provide insights & recommendations for improving service delivery.
• Close the loop with Training on areas where all Ambassadors need improvement.

Act as Support for Delivery Leadership

• Document ways of working, best practices, and norms for your service(s).
• Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s).
• Support continuous improvement activities by acting as SME/POC for projects, launches, or changes.
• Sit on hiring panels and support upskilling and onboarding of new teammates.
• Help drive internal Delivery improvement initiatives as assigned by your manager.

• Minimum 3 years of experience in operations teams: support tasks, process definition, and/or operational projects.
• Experience managing high severity/sensitivity cases and decision-making authority for losses.
• Experience coordinating operational teams, documenting ways of working, and handling IT issues.
• Hospitality experience is a plus; comfort with customer communication is a must.
• Knowledge of Google Sheets, SQL, and Salesforce is a plus.
• Language proficiency in English and Spanish (other languages are a plus).
• Bachelor’s Degree, or equivalent work experience.
• Ability to work in high-pressure environments with sensitive, confidential, or potentially traumatic content.
• Flexibility to work weekends, public holidays, and early morning/evening shifts as business needs require.

Your Skills & Expertise

• Team player who works seamlessly with peers & colleagues as part of a global team.
• Excellent interpersonal and communication skills, written and spoken.
• Extremely organized, able to multitask and prioritize competing workstreams.
• Calm and empathetic, remaining level-headed in tough situations.
• Ownership mentality with ability to drive work forward even in ambiguous situations.
• Strong ability to understand, report, and explain data & performance results.
• Skilled at collecting feedback and translating Ambassador needs into process improvements or product enhancements.
• Detailed understanding of customer service operations and processes.
• Quick learner with a curious mindset toward other teams & services.
• Adaptable to new tasks and responsibilities as needed.
• Proactive attitude toward new challenges and changing priorities.
• Flexible and open to evolving roles, duties, and potential team transitions.

Your Location
This position is Canada - East Coast Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability-inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: . Please include your full name, the role you’re applying for, and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. The base pay range shown below is annualized, is subject to change, and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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.