Job description
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:
The Airbnb CS Escalations Senior Associate supports one or more internal CS services (Executive Escalations, Social Media, Payments, Regulatory Response). This is a full time position based in location. The Escalations Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. Ambassadors need strong communication skills, problem-solving abilities, and customer service expertise. Senior Associates 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.
A Typical Day:
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 livechat, social platforms, messaging, and directly through the phone
- End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
- Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate.
- Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow
- Operates with little support from your leadership on most casework tasks
- Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines”
- Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
- Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
Combining efficiency with quality:
- Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service).
- Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework
Participating in your service’s improvement: Leverage your functional operational knowledge to proactively support the team success
- Provides ongoing guidance to your teammates in improving the quality and efficiency of their work
- Provide insights about community experience and continuous improvement opportunities to your Management
- May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
- Support management in conveying messages & driving outcomes in the rest of the team
Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
- Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt
Your Expertise:
- 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment 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 collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
- Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
- Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
- Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
- Be a strong advocate of high quality standards, innovation & hospitality with a business mindset.
- Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
- Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations.
- Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly.
- Strong problem solving and critical thinking skills; comfort with ambiguity
- Advanced computer literacy, including Apple/Mac OS and Google Suite
- Language proficiency in English, other languages are a plus
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We’ll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$80,000—$95,000 USD
