Desktop Support Technician jobs

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Architect Intelligent Platform : Own the strategy and delivery of a unified, AI-powered platform specializing in maximizing case deflection, optimizing intelligent case routing, and enabling seamless customer self-service.

• Ensure Market Leadership & ROI : Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI).

• AI-First Product Strategy & Roadmap : Define and champion the multi-year roadmap for IT CX products, prioritizing AI integration for predictive, proactive, and personalized support within the SFDC Service Cloud ecosystem.

• Product Ownership & AI Integration : Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows.

• KCS, Knowledge & Self-Service Strategy : Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels, leveraging AI to improve knowledge health and significantly increase case deflection rates.

• Cross-Functional Governance & Executive Communication : Act as the primary executive communication channel, establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders, IT, and R&D.

• VoC, Analytics & Competitive Strategy : Utilize Voice of the Customer (VoC) and advanced analytics, alongside competitive analysis, to inform the product roadmap, prioritize permanent fixes, and develop data-driven business cases for platform investments.

• Cross-Functional AI Orchestration : Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel).

• Define and Drive Success Metrics : Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI.

Your Experience

• 12+ years of Product Management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions.

• Bachelor’s or Master’s degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML. MBA degree is a plus.

• Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions, specifically optimizing case deflection and customer self-service channels.

• Domain Expertise: Deep expertise in Customer Support, Success, and the operational models of KCS (Knowledge-Centered Service).

• Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms.

• Leadership & Influence: Exceptional communication and presentation skills, with the ability to articulate complex AI product visions and financial progress to executive audiences.

• Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $164000 - $266000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

The Difference You Will Make:

The 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 in English and Portuguese, 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. As 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.

A Typical Day:

The 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.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact 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
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining 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

• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively 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
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ 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
• Hospitality 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.
• Experience 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.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and Portuguese, written and spoken, other languages are a plus.

Offices: Nevada, United States

The Difference You Will Make:

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on the ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Help ensure business priorities and technical investments are balanced to delivery long term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting Projects You Will Lead:

• Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption.
• Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: Lead the transformation from complex, queue-based routing to a modern, skills-based and data-driven intelligent routing engine. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance capacity (available agents) and demand (incoming contacts) to make dynamic decisions that enhance community experience.
• Skill-Based Routing:Implement a sophisticated skills and proficiency framework that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce.

Your Expertise:

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions
• Excellent communication skills and a demonstrated ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Offices: United States

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As an IT Business Analyst, you will be the strategic force transforming our Customer Support operations through AI, focusing on maximizing efficiency and delivering proactive service via our core platforms.

• Architect Intelligent Case Management: Deliver an AI-powered framework built on SFDC Service Cloud and Omnichannel that optimizes the entire support lifecycle, specializing in intelligent case routing and maximizing case deflection through enhanced customer self-service.

• Accelerate Operational Responsiveness: Drive significant efficiency improvements and reduce feature time-to-market by embedding AI into core SFDC workflows, maximizing the value of our support technology stack.

Your Impact

You will be the functional expert, translating strategic AI goals into actionable requirements and processes, primarily focused on Salesforce Service Cloud.

• AI-First Support Strategy & Roadmap: Define, champion, and execute a forward-looking roadmap for IT Customer Experience (CX) products, prioritizing AI to create predictive, proactive, and personalized support experiences.

• SFDC Functional Ownership & Design: Own the complete product functional lifecycle from ideation to delivery, crafting precise requirements for Salesforce Service Cloud features like case routing, case deflection, and self-service portals.

• KCS, Knowledge & Self-Service Optimization: Lead functional design around Knowledge-Centered Service (KCS) adoption, integrating AI to enhance knowledge health, drive customer self-service, and improve case deflection rates.

• Customer Journey Mapping & VoC Integration: Utilize advanced analytics and Voice of the Customer (VoC) data to perform customer journey mapping. Manage the feedback loop with engineering to inform design and prioritize permanent root cause fixes.

• Cross-Functional AI Orchestration: Bridge business needs with R&D, IT Architecture, and engineering. Drive the successful integration of AI models (e.g., for case classification) with core systems, especially Omnichannel routing logic, to deploy intelligent solutions.

• Predictive Analytics & Proactive Solutions: Leverage machine learning insights from CRM data to identify case trends, proactively prioritizing fixes, and influencing the product backlog to prevent future issues.

• Define AI Success Metrics & Optimization: Establish and monitor comprehensive success criteria and functional metrics for AI features within the SFDC environment, including model performance, data quality, case deflection rate, and process ROI.

Your Experience

• 10+ years of business analysis or product management experience in IT CX, with a demonstrated focus on implementing and optimizing AI-powered solutions.

• Bachelor’s or Master’s degree in Computer Science, Business, or a related field with a strong understanding of AI/ML concepts and their application. MBA degree is a plus.

• Deep expertise in Salesforce Service Cloud and Omnichannel routing and configuration, specifically in optimizing case deflection and customer self-service channels.

• Proven experience defining requirements for: AI-driven Case Management Systems (SFDC), Omnichannel Optimization, and intelligent Predictive Support Modeling.

• Robust technical aptitude with a deep understanding of software development lifecycle, cloud-native architectures, and data requirements for machine learning platforms.

• Exceptional communication and presentation skills, with the ability to articulate complex AI product requirements and functional designs to diverse audiences.

• Proficiency in Agile/Scrum methodologies, with experience leading refinement sessions and collaborating with engineering teams.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $126000- $205500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As an Executive Support Administrator, you will be a vital member of our Executive Support Team, providing top-tier technical troubleshooting and resolution for all computer, hardware, and software issues for our executive staff, both local and remote. Your exceptional multitasking abilities and expert communication skills will be critical in managing and resolving all tickets and projects, all while maintaining the positive, professional, and customer-centric mindset you're known for.

Your Impact

• Deliver "white glove" technical support across a wide range of areas, including user account setup and maintenance, system patching, antivirus, system imaging, break/fix for PC and Mac platforms, video conference equipment, printers/copiers, phone systems, and general IT hardware/software.
• Adhere to Standard Operating Procedure (SOP) documentation and expertly escalate issues to higher-level staff when appropriate.
• Efficiently manage your individual workflow and maintain a current ticket queue using our IT ticketing system.
• Provide comprehensive mobile support for both iOS and Android devices.
• Cultivate and maintain productive, professional relationships with our user base, especially our VIPs.
• Offer critical IT support for large company meetings, including full audio-visual operational functions and support.
• Participate in an on-call rotation to address escalated requests outside of standard business hours.
• Lead impactful projects that enhance the technical capabilities of our executives and their support staff.

Your Experience

• 5+ years of experience providing executive support in large companies with a Bachelor's degree in relevant fields.
• A strong service-oriented mentality is essential, coupled with excellent communication and interpersonal skills.
• Ability and willingness to learn and cross-train with other IT staff members are required.

• Recent hands-on technical experience with:

  • Windows and macOS operating systems.
  • Microsoft Office Suite (including Office 365/Exchange) and Google Workspace (G-Suite).
  • Microsoft Active Directory for user and group management.
  • System imaging, VPN, and fundamental networking concepts, including 802.11x Wi-Fi.
  • PC and Apple hardware troubleshooting.
  • Mobile device support (iOS and Android).

• Demonstrated proficiency with real-time collaboration tools such as Zoom, Google Meet, Microsoft Teams, Slack, and similar chat platforms.
• Solid understanding of networking technologies and the OSI model.
• Current experience with remote access and remote-control tools (e.g., MS Remote Desktop) to effectively support remote employees.
• Proven experience supporting large company meetings and working with AV equipment.
• Familiarity with IT service management platforms like ServiceNow, and deployment/management tools such as Microsoft Deployment Toolkit, JAMF, SCCM, AirWatch, and identity management solutions like Okta.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $91000 - $146500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

The Difference You Will Make:

The 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 in English and Italian, 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. As 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.

A Typical Day:

The 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.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to live chat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining 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

• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively 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
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ 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
• Hospitality 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.
• Experience 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.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and Italian, written and spoken, other languages are a plus.

Offices: Nevada, United States

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As 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.

A Typical Day:

The 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.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently 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

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

• 6+ 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
• Hospitality 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.
• Experience 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.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Fluency in English and Portuguese, spoken and written is required.

Offices: Canada