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As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment.</p>\n<p>You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.</p>\n<p>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. 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Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays, as well as early morning / evening shifts. 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external stakeholders through effective relationship management and delivering results</li>\n</ul>\n<ul>\n<li>Displays flexibility, openness and approachability when resolving issues</li>\n</ul>\n<ul>\n<li>Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics</li>\n</ul>\n<ul>\n<li>You are on-call to handle emergency situations in the evenings &amp; weekends</li>\n</ul>\n<p>Your Expertise:</p>\n<ul>\n<li>3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts</li>\n</ul>\n<ul>\n<li>Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.</li>\n</ul>\n<ul>\n<li>Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.</li>\n</ul>\n<ul>\n<li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.</li>\n</ul>\n<ul>\n<li>Very good verbal and written communication skills for providing exceptional customer service to guests/hosts &amp; engage with stakeholders.</li>\n</ul>\n<ul>\n<li>Active listening skills to understand guest needs and provide personalized recommendations and assistance.</li>\n</ul>\n<ul>\n<li>Empathy and patience in dealing with customers, especially in high-pressure situations.</li>\n</ul>\n<ul>\n<li>Ability to organize a high volume of work, multitask &amp; prioritize, and to work within prescribed schedules including breaks, lunches, and training time.</li>\n</ul>\n<ul>\n<li>Passion for delivering exceptional customer service and setting a high bar.</li>\n</ul>\n<ul>\n<li>Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.</li>\n</ul>\n<ul>\n<li>Ability to adapt to new tasks and responsibilities as needed.</li>\n</ul>\n<ul>\n<li>Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.</li>\n</ul>\n<ul>\n<li>Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.</li>\n</ul>\n<ul>\n<li>Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.</li>\n</ul>\n<ul>\n<li>Language proficiency in English, written and spoken, other languages are a plus.</li>\n</ul>\n<p>Your Location:</p>\n<p>Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work.</p>\n<p>Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.</p>\n<p>This list is continuously being updated, please check back with us if the provinces you live in is on the list.</p>\n<p>If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.</p>\n<p>Our Commitment To Inclusion &amp; Belonging:</p>\n<p>Airbnb is committed to working with the broadest talent pool possible.</p>\n<p>We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services</p>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_3b505417-52a","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Airbnb","sameAs":"https://www.airbnb.com/","logo":"https://logos.yubhub.co/airbnb.com.png"},"x-apply-url":"https://job-boards.greenhouse.io/airbnb/jobs/6852954","x-work-arrangement":"remote","x-experience-level":"mid","x-job-type":"full-time","x-salary-range":null,"x-skills-required":["customer service","communication","problem-solving","multicultural customer service","hospitality","phone","messaging","live chat","CRM systems"],"x-skills-preferred":["leadership","team management","advertising","sales","marketing","financial analysis","data analysis","project management"],"datePosted":"2026-04-18T15:56:39.888Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Canada"}},"jobLocationType":"TELECOMMUTE","employmentType":"FULL_TIME","occupationalCategory":"Customer Support","industry":"Technology","skills":"customer service, communication, problem-solving, multicultural customer service, hospitality, phone, messaging, live chat, CRM systems, leadership, team management, advertising, sales, marketing, financial analysis, data analysis, project management"},{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_55610547-c28"},"title":"Specialist, Premium Support (Mandarin Speaking)","description":"<p>We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support.</p>\n<p>The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Mandarin, spoken and written. 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Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.</li>\n<li>Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.</li>\n<li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.</li>\n<li>Very good verbal and written communication skills for providing exceptional customer service to guests/hosts &amp; engage with stakeholders.</li>\n<li>Active listening skills to understand guest needs and provide personalized recommendations and assistance.</li>\n<li>Empathy and patience in dealing with customers, especially in high-pressure situations.</li>\n<li>Ability to organize a high volume of work, multitask &amp; prioritize, and to work within prescribed schedules including breaks, lunches, and training time.</li>\n<li>Passion for delivering exceptional customer service and setting a high bar.</li>\n<li>Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.</li>\n<li>Ability to adapt to new tasks and responsibilities as needed.</li>\n<li>Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.</li>\n<li>Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.</li>\n<li>Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.</li>\n<li>Language proficiency in English and Mandarin, written and spoken.</li>\n</ul>\n<p>Our Commitment To Inclusion &amp; Belonging:</p>\n<p>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. 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The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in German, spoken and written.</p>\n<p>This is a full-time position based in Ireland. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers &amp; internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment.</p>\n<p>A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case &amp; constantly looking for the right solution for both Host, Users and internal stakeholders.</p>\n<p>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.</p>\n<p>The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.</p>\n<p>A Typical Day:</p>\n<p>Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines &amp; your own assessment of the case situation - Become a subject matter expert in Airbnb policies and procedures - Explains and simplify complex information, provide appropriate context, and address complex questions with confidence - Ability to negotiate &amp; mediate between Host &amp; Guest in resolving the issues at hand on high-stake &amp; high-value reservations - Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box &amp; constantly looking for compromises - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community &amp; business expectations</p>\n<p>Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations</p>\n<p>Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Supports the simplification of complex processes and ways of working within the team - Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Supports onboarding of new employees - Be a positive force in the team and help management drive &amp; land changes with the least frictions possible - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work</p>\n<p>Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Build &amp; nurture relationships outside of your team - You are on-call to handle emergency situations in the evenings &amp; weekends - Inspire a culture where quality is a core principle.</p>\n<p>Your Expertise:</p>\n<p>Your background &amp; experience - 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts - Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays, as well as early morning / evening shifts. 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Your responsibilities include investigating and delivering prompt, quality responses to players&#39; questions while providing valuable feedback to our developers.</p>\n<p><strong>What We&#39;re Looking For</strong></p>\n<p>Our PE Agent has a knack for the following skills:</p>\n<p><strong>Communication</strong></p>\n<ul>\n<li>Deliver excellent customer support to players.</li>\n<li>Investigate and resolve player inquiries promptly through ticketing, email, or chat.</li>\n<li>Assist internal teams with project-related requests, ensuring smooth collaboration.</li>\n<li>Play a crucial role in gathering and delivering player feedback according to established procedures.</li>\n<li>Provide translations when required to ensure seamless communication.</li>\n</ul>\n<p><strong>Analytics</strong></p>\n<ul>\n<li>Maintain accurate and detailed reports to keep processes streamlined.</li>\n<li>Ensure prompt escalation of issues following established procedures.</li>\n<li>Contribute to smoother support processes with personalized macros and knowledge base.</li>\n<li>Play a part in maintaining high-quality standards through the QC process.</li>\n</ul>\n<p><strong>Leadership</strong></p>\n<ul>\n<li>Take part in valuable training sessions to enhance your skills and knowledge.</li>\n<li>Manage your time effectively and responsibly to meet players&#39; needs.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<p>You&#39;d be a great fit for this role if you have:</p>\n<ul>\n<li>Mastery in C1-C2 level language proficiency, with English at B2 level or higher.</li>\n<li>Excellent communication skills for effective player support.</li>\n<li>Flexibility to adapt to various situations and player needs.</li>\n<li>Accountability and reliability in handling player inquiries and issues.</li>\n<li>Proactivity in identifying and addressing player concerns proactively.</li>\n<li>Proficiency in navigating knowledge bases for efficient support.</li>\n<li>Basic troubleshooting skills to assist players with technical challenges.</li>\n<li>Availability for full-time work, including weekends and holidays.</li>\n</ul>\n<p><strong>Benefits</strong></p>\n<p>Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. 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Your responsibilities include investigating and delivering prompt, quality responses to players&#39; questions while providing valuable feedback to our developers.</p>\n<p><strong>What are we looking for?</strong></p>\n<p>We&#39;re looking for a PE Agent with excellent communication skills, flexibility to adapt to various situations and player needs, and accountability and reliability in handling player inquiries and issues. 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Your responsibilities include investigating and delivering prompt, quality responses to players&#39; questions while providing valuable feedback to our developers.</p>\n<p><strong>What We&#39;re Looking For</strong></p>\n<p>Our PE Agent has a knack for the following skills:</p>\n<ul>\n<li>Communication: Deliver excellent customer support to players, investigate and resolve player inquiries promptly through ticketing, email, or chat, assist internal teams with project-related requests, ensuring smooth collaboration, play a crucial role in gathering and delivering player feedback according to established procedures, and provide translations when required to ensure seamless communication.</li>\n</ul>\n<ul>\n<li>Analytics: Maintain accurate and detailed reports to keep processes streamlined, ensure prompt escalation of issues following established procedures, contribute to smoother support processes with personalized macros and knowledge base, and play a part in maintaining high-quality standards through the QC process.</li>\n</ul>\n<ul>\n<li>Leadership: Take part in valuable training sessions to enhance your skills and knowledge, manage your time effectively and responsibly to meet players&#39; needs.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<p>You&#39;d be a great fit for this role if you have:</p>\n<ul>\n<li>Mastery in C1-C2 level language proficiency, with English at B2 level or higher.</li>\n</ul>\n<ul>\n<li>Excellent communication skills for effective player support.</li>\n</ul>\n<ul>\n<li>Flexibility to adapt to various situations and player needs.</li>\n</ul>\n<ul>\n<li>Accountability and reliability in handling player inquiries and issues.</li>\n</ul>\n<ul>\n<li>Proactivity in identifying and addressing player concerns proactively.</li>\n</ul>\n<ul>\n<li>Proficiency in navigating knowledge bases for efficient support.</li>\n</ul>\n<ul>\n<li>Basic troubleshooting skills to assist players with technical challenges.</li>\n</ul>\n<p><strong>Benefits</strong></p>\n<p>Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. 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You&#39;ll assist with technical investigations, resolve customer issues, and learn to handle more complex cases as you develop your technical and analytical skills.</p>\n<p><strong>Role Responsibilities:</strong></p>\n<ul>\n<li>Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues</li>\n</ul>\n<ul>\n<li>Gather and document all relevant information for reported issues, ensuring accurate case creation and updates</li>\n</ul>\n<ul>\n<li>Apply standard troubleshooting techniques and validated fixes under guidance from senior team members</li>\n</ul>\n<ul>\n<li>Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details</li>\n</ul>\n<ul>\n<li>Reproduce reported issues in internal environments to support investigations</li>\n</ul>\n<ul>\n<li>Follow up with customers to ensure issues are resolved to satisfaction</li>\n</ul>\n<ul>\n<li>Maintain clear, professional communication with customers throughout the support process</li>\n</ul>\n<ul>\n<li>Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing</li>\n</ul>\n<p><strong>About You:</strong></p>\n<ul>\n<li>1 to 3 years&#39; experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)</li>\n</ul>\n<ul>\n<li>Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes</li>\n</ul>\n<ul>\n<li>Confident and clear communicator, with the ability to explain technical concepts to non-technical users</li>\n</ul>\n<ul>\n<li>Highly organised with strong analytical and problem-solving skills, and attention to detail</li>\n</ul>\n<ul>\n<li>Comfortable taking ownership of issues and managing multiple cases in parallel</li>\n</ul>\n<ul>\n<li>Curious, proactive learner who enjoys developing technical depth and understanding new tools</li>\n</ul>\n<ul>\n<li>Collaborative team player who contributes positively to team discussions and continuous improvement</li>\n</ul>\n<p><strong>Technical Experience (Preferred but not Required):</strong></p>\n<ul>\n<li>Basic understanding of SaaS platforms and web technologies</li>\n</ul>\n<ul>\n<li>Familiarity with basic browser troubleshooting and developer tools</li>\n</ul>\n<ul>\n<li>Experience using ticketing systems such as Intercom, Jira, or Salesforce</li>\n</ul>\n<ul>\n<li>Awareness of SSO concepts and authentication flows</li>\n</ul>\n<ul>\n<li>Interest in APIs, data analysis, or system integrations</li>\n</ul>\n<ul>\n<li>Exposure to log analysis or monitoring platforms (e.g. Datadog)</li>\n</ul>\n<p><strong>Success will be measured on:</strong></p>\n<p>Key Performance Indicators (KPI’s) within the support team, including but not limited to:</p>\n<ul>\n<li>Customer Satisfaction (CSAT)</li>\n</ul>\n<ul>\n<li>First Response Time</li>\n</ul>\n<ul>\n<li>SLA Compliance</li>\n</ul>\n<ul>\n<li>Productivity metrics</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_6f9c46e9-98b","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Synthesia","sameAs":"https://www.synthesia.io/","logo":"https://logos.yubhub.co/synthesia.io.png"},"x-apply-url":"https://jobs.ashbyhq.com/synthesia/3cb4a9ce-7f2d-4d37-86a5-f0fa9aa3aa7f","x-work-arrangement":"hybrid","x-experience-level":"entry","x-job-type":"full-time","x-salary-range":"Competitive salary and benefits package","x-skills-required":["SaaS platforms","web technologies","live chat","ticketing systems","SSO concepts","APIs","data analysis","system integrations","log analysis","monitoring platforms"],"x-skills-preferred":["SaaS platforms","web technologies","live chat","ticketing systems","SSO concepts","APIs","data analysis","system integrations","log analysis","monitoring platforms"],"datePosted":"2026-03-06T18:34:41.122Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"London"}},"employmentType":"FULL_TIME","occupationalCategory":"Engineering","industry":"Technology","skills":"SaaS platforms, web technologies, live chat, ticketing systems, SSO concepts, APIs, data analysis, system integrations, log analysis, monitoring platforms, SaaS platforms, web technologies, live chat, ticketing systems, SSO concepts, APIs, data analysis, system integrations, log analysis, monitoring platforms"}]}