{"id":"a80i9i5o35","title":"Specialist, Premium Support (Mandarin)","posted_at":"2026-03-02T00:30:33.000Z","apply_url":"https://job-boards.greenhouse.io/airbnb/jobs/7569827","locations":["British Columbia"],"employment_type":null,"workplace_type":"remote","seniority_level":null,"description_language":"en","source_name":"greenhouse","source_url":"https://careers.airbnb.com/positions/7569827?gh_jid=7569827","salary":null,"job_summary":null,"job_description":null,"description_text":"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.\n\nThe Community You Will Join: \n\nWe are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both Mandarin and English, written and spoken. This position is Canada, British Columbia - Remote Eligible.\n\nThe Difference You Will Make:\n\nThe CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. 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. 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. \n\nAs 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. \n\nA Typical Day: \n\nThe 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.\n\nComplex case management: Provide the highest level of service to our community in each and every case\n\nInteract with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone\n\nTake end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate\n\nDemonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval\n\nBe highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work\n\nUnderstands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem\n\nCan be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management\n\nCombining efficiency with bespoke quality: Provide 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\n\nDisplays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution\n\nProactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb\n\nResolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances\n\nPersonalize communications to users, demonstrating the highest hospitality standards\n\nParticipating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success\n\nProvide insights about community experience and continuous improvement opportunities to your Management\n\nHelp document ways of working, best practices, and the norms for your service(s) as requested by management\n\nProvides technical/functional/SME to less experienced members of the team.\n\nShares ideas to improve processes and ways of working\n\nWilling to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work.\n\nStakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results\n\nDisplays flexibility, openness and approachability when resolving issues\n\nUnderstands key drivers of your function and how they relate to one another, as well as the business impact of those metrics\n\nYou are on-call to handle emergency situations in the evenings & weekends\n\nYour Expertise:\n\n3+ 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\n\nHospitality 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.  \n\nExperience 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.\n\nAbility to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs\n\nVery good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders\n\nActive listening skills to understand guest needs and provide personalized recommendations and assistance\n\nEmpathy and patience in dealing with customers, especially in high-pressure situations\n\nAbility to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time\n\nPassion for delivering exceptional customer service and setting a high bar\n\nAbility to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively\n\nAbility to adapt to new tasks and responsibilities as needed. \n\nProactive attitude towards embracing new challenges and adjusting to changing priorities and environments. \n\nCapable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.\n\nGood computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools\n\nLanguage proficiency in English and Mandarin, written and spoken, other languages are a plus\n\nYour Location:\n\nThis position is Canada, British Columbia - 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: Alberta, 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.\n\nOur Commitment To Inclusion & Belonging:\n\nAirbnb 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 pe…","visa_sponsorship":null,"experience_years_min":null,"job_address":null,"job_city":null,"job_state":null,"job_country":null,"location_lat":48.9384832,"location_lng":-125.56167749999997,"closed_at":null,"apply_with_ai_eligible":true,"keywords":["cross-functionally","recommendations","communication","relationships","stakeholders","stakeholder","Collaborate","experiences","fast-moving","end-to-end","engagement","priorities","efficient","inclusive","standards","workflows","business","Flexible","customer","internal","external","evaluate","empathy","develop","social","Google","teams","phone","CRM"],"company":{"name":"Airbnb","slug":"airbnb","logo_url":"https://img.logo.dev/airbnb.com?token=pk_fWx5G5QrQMm-0Ud8BW3mBg&size=64&format=png","description":"Airbnb is a global platform that connects travelers with hosts offering unique stays and experiences, while also facilitating hotel bookings for independent and boutique properties.","website_url":"https://airbnb.com","linkedin_url":null,"glassdoor_url":"https://www.glassdoor.com/Overview/Working-at-Airbnb-E391850.htm","x_url":"https://x.com/Airbnb","instagram_url":"https://www.instagram.com/airbnb/","youtube_url":"https://www.youtube.com/c/airbnb","github_url":"https://github.com/airbnb","huggingface_url":null,"tiktok_url":"https://www.tiktok.com/@airbnb","crunchbase_url":"https://www.crunchbase.com/organization/airbnb","facebook_url":"https://www.facebook.com/airbnb/","employee_count_range":null,"employee_count":null,"founded_year":null,"headquarters":{"address":"888 Brannan Street, San Francisco, CA 94103","city":null,"country":null,"lat":37.7716791,"lng":-122.4052},"industry":null,"company_type":null,"total_funding_usd":null,"locations":["Arizona","Bangkok","Bangkok, Thailand","Barcelona","Barcelona, Spain","Beijing, China","Bengaluru","Bengaluru, India","Berlin","Berlin, Germany","Boston, MA","British Columbia","British Columbia, Canada","California","California, OR","California, USA","DC","Dubai","Dublin","Dublin, Ireland","Florida","Florida, USA","Gurgaon, India","Gurugarm","Gurugram","Gurugram, India","Ireland or UK","Ireland, Spain","Italy or France","London, UK","London, United Kingdom","Luxembourg City, Luxembourg","Madrid, Spain","Manila","Manila, Philippines","Mexico City, Mexico","Miami","Milan","Milan, Italy","Montreal, Canada","New York, NY","North Carolina","Orlando, FL","Paris","Paris, France","Perth","Quebec","Quebec, Canada","Rome","Rome, Italy","San Francisco, CA","Seattle, WA","Seoul","Seoul, Korea","Seoul, South Korea","Singapore","Sydney","Sydney, Australia","São Paulo, Brazil","Texas, USA","Tokyo","Tokyo, Japan","Virginia"]},"structured_data":{"@context":"https://schema.org","@type":"JobPosting","@id":"https://worklittle.com/jobs/a80i9i5o35#job","title":"Specialist, Premium Support (Mandarin)","description":"Specialist, Premium Support (Mandarin) at Airbnb. View role details and apply on Worklittle.","datePosted":"2026-03-02T00:30:33.000Z","validThrough":"2026-04-01T00:30:33.000Z","url":"https://worklittle.com/jobs/a80i9i5o35","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Airbnb","sameAs":"https://airbnb.com","logo":"https://img.logo.dev/airbnb.com?token=pk_fWx5G5QrQMm-0Ud8BW3mBg&size=64&format=png"},"employmentType":"FULL_TIME","identifier":{"@type":"PropertyValue","name":"Airbnb","value":"a80i9i5o35"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"USA"},"baseSalary":{"@type":"MonetaryAmount","currency":"USD","value":{"@type":"QuantitativeValue","minValue":58000,"maxValue":63000,"unitText":"YEAR"}}}}