Senior Service Recovery Specialist

Skip to main content Careers Senior Service Recovery Specialist Canada Role overview Application 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. The Community You Will Join:  Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company’s innovative spirit, and our fast-moving team is committed to leading as a 21st-century company. The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and are looking for someone to help us deliver best-in-class services to our community. The Service Recovery team is passionate about delivering unparalleled services to our hosts and guests, ensuring they feel supported in the rare event that something goes wrong. We are responsible for fulfilling this bold vision:"We design and deliver unmatched products and services so everyone can host and travel with confidence." The Difference You Will Make: You have mastered the core responsibilities of Service Recovery and consistently deliver exceptional service quality across all cases. You handle complex and ambiguous cases with a high degree of independence and minimal supervision. You understand and apply Airbnb’s policies and processes at a deep level, including their implications across all AirCover products and their broader impact on Airbnb. You navigate complex case resolutions effectively, knowing who to go to for what and stepping outside of normal processes when necessary. You are a bar raiser for high-quality case handling, customer mediation, conflict resolution, and customer experience excellence. You demonstrate thought leadership in service recovery, proactively identifying operational gaps and influencing strategic improvements. As a Senior Service Recovery Specialist at Level 7, you will take ownership of high-stakes, high-visibility cases, providing expert-level resolution while influencing broader process and policy improvements. You will act as a trusted leader within the team, mentoring others and proactively identifying areas where Airbnb can enhance its service experience. A Typical Day:  Advanced Case Handling & Escalation Management Independently manage high-profile casework with escalation factors. Handle severe escalations (Life Safety & Severe Safety) with supervision. Work on Executive Escalations, SOS, CCT, and VIP cases with minimal supervision. Own high-profile media/press cases, balancing reputation risk and policy enforcement. Manage regulatory cases, ensuring compliance and accurate documentation. Handle high-GBV ($12K–$50K) reservation-related cases, requiring strong mediation and negotiation skills. Serve as the first line of support for complex cases, coordinating with specialized teams in the backend. Strategic Influence & Leadership Act as a bar raiser for service recovery excellence, setting the standard for complex, nuanced case resolution. Mentor and guide L6 specialists, providing insights on handling difficult cases and delivering a 10-star service experience. Proactively identify workflow inefficiencies and contribute to process and policy improvements. Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution. Lead by example in conflict resolution, handling cases involving...