Job Description
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: None.
Core Responsibilities
- Complex Case Management
- Take full ownership of complex, high‑value, or high‑urgency escalations from guests and hosts.
- Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.
- Exercise discretion to deliver effective case closure, including making financial decisions when unique circumstances require thoughtful adaptation.
- Proactively anticipate user 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 judg...