Elevated Support Senior Specialist

Location:75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site role

Reports to:Manager

Contract:Regular, Full-time

Education :High School Diploma

Travel Requirements:No

For existing vacancy No

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than500,000 employees,developmentof an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, weremaintrue to our core values of integrity, respect, professionalism,innovationand commitment.

• Autonomous - We encourage and trust your decision-making skills

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

About the Job

• As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts.You’llown cases from “A to Z,”leveragingstrong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
• You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service. Your ability to partner cross-functionally, analyze trends, and drive continuous improvement will help us build the world’s most loyal travel community.

Core Responsibilities

Complex Case Management:

• Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
• Serve as the single point of contact for all parties, ensuringtimely, personalized, and effective solutions.
• Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
• Proactivelyanticipateuser expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the business
• Negotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
• Operate with autonomy and sound judgment, sometimes going beyond standard workflows to do what’s right for our community.

Stakeholder Engagement & Communication:

• Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
• Provide feedback and insights on potential improvements in tools,processesand policies.
• Represent Airbnb’s values and foster a culture of belonging, inclusivity, and hospitality.

Continuous Improvement:

• Serve as a SME (subject matter expert) for complex case handling and policy.
• Act as a role model for operational excellence, reliability, and adaptability.
• Support Hosts and Guests enrolled in a wide range of pilots designed to enhance customer experience.

Qualifications

• A minimum of24 monthsof call center experience or higher-level CS experience such Team Leader
• Provenexpertisehandling complex, high-stakes casework, witha track recordof delivering exceptional customer experiences.
• Advanced conflict resolution, negotiation, and active listening skills.
• Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
• Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
• High School Diploma or equivalent.
• Native English Languageproficiency
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Maintain accuracy and security of customer information on Airbnb systems. Preferred
• Experience in supporting clients within hospitality or technology platforms.
• Analytical mindset with the ability to extract insights and propose solutions.
• Experience collaborating with stakeholders at all levels and cross-functional teams.

Core Competencies

• Effective Communication: Uphold client company's tone and voice by showing empathy, professionalism, and a solution-oriented approach in every interaction with hosts and guests. Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.
• Urgency & Responsiveness: Act swiftly on escalations and/ or multi-touched casesdemonstratingthe ability toprioritisecritical cases and delivertimelyresolutions under pressure.
• Empathy & Professionalism:Demonstrateempathy, discretion, and sound judgment when managing escalated cases,always ensuring sensitive handling
• Performance & Problem-Solving: Navigate complex customer service scenarios effectively while consistently meeting or exceeding key performance metrics. Able to offer practical, effective solutions for ourCommunity
• OrganizationalSkills: Apply strongprioritization, multitasking, and attention to detail to meet goals andhonourcommitments.
• Passion for User Satisfaction: Displays a genuine passion for resolving issues and delivering user satisfaction. Strives to ensure every user feels valued and every case is resolved equitably and conclusively

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid5weeks trainingand nesting,4 weeks ticketing,2 weeks annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location

• Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

• 100% on-site role

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited toparticipatein the selection process, we are committed toaccommodatingyou to best meet your needs.