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...