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
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
What they're looking for
- 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
- 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
