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
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 complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
Become a subject matter expert in Airbnb policies and procedures
Operate with little to no support from your leadership
Explain 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
What they're looking for
- 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
- Resolve user issues quickly and to a high level of mutual satisfaction,: considering specific context and circumstances
- Ability to multitask and handle multiple issues at the same time with efficiency and speed
- Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
