The opportunity
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…
What you'll do
Serve as an additional Host-facing support for the Market Management Team
Master and maintain knowledge of company policies and procedures inside and: out, being an expert in Community Support and brand risk topics
Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
Conduct in-depth research to address and resolve Host issues
Triage and assign escalations tickets and and provide recommendations for efficient resolution
Respond promptly and accurately to Host inquiries via email, maintaining a: high level of service in a dynamic environment
What they're looking for
- Work to proactively improve the listing quality of the hosts in your region: as we drive to increase the percentage of 5-star bookings in your markets
- Support In-Market events for your territory, when required
- Effective communication in the context of stakeholders management
- Proven track record of meeting or exceeding SLA response times
