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, including livechat, social platforms, messaging, and directly through the phone
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate
Demonstrate ownership mentality & good judgment as well as skill to question: and deviate from the workflow when needed only through management approval
Be highly receptive to feedback from Management and Quality, and quickly: adopt behaviors to improve the quality of your work
Understands multiple perspectives on a topic or situation, and able to: evaluate and present multiple options for addressing a problem
Can be brought to engage more with senior stakeholders and to collaborate: cross-functionally, with help from management
What they're looking for
- Displays an ability to handle a larger volume of cases without negatively: impacting the quality of the interaction & the resolution
- Proactively anticipate and identify opportunities to enhance the user: experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
- Resolve user issues quickly and to a high level of mutual satisfaction,: considering specific context and circumstances
- Personalize communications to users, demonstrating the highest hospitality standards
