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Elevated Support Senior Specialist
Teleperformance
Toronto, CAN
Full-time
Senior · 2+ years experience
Onsite
Discovered 3 weeks ago
Communication
Role Overview
• 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’ll own cases from “A to Z,” leveraging strong 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.
Key Skills for This Role
Communication
Full Job Posting
Location
- Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
- 100% on-site role
- Compensation
- 21 CAD per hour
- Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodating you to best meet your needs.
- Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
- Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
Qualifications
- A minimum of 24 months of call center experience or higher-level CS experience such Team Leader
- Proven expertise handling complex, high-stakes casework, with a track record of 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 Language proficiency.
- 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 cases demonstrating the ability to prioritise critical cases and deliver timely resolutions under pressure.
- Empathy & Professionalism: Demonstrate empathy, 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 our Community
- Organizational Skills: Apply strong prioritization, multitasking, and attention to detail to meet goals and honour commitments.
- 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 that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan and the opportunity to grow in the organization.
- Paid 5 weeks training and 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 are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
- 100% on-site role
- Compensation
- 21 CAD per hour
- Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodating you to best meet your needs.
- Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
- Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
About Teleperformance
Business Process Outsourcing & Call Centers447000 employeesFounded 1978
Global provider of digital business and customer experience services.
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