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
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
Takes on casework at a degree of severity/complexity under close supervision
Ability to recognize & assess threatening & risky behaviors
Demonstrate ownership mentality & good judgment as well as skill to question: and deviate from the workflow when needed only through management approval
What they're looking for
- Be highly receptive to feedback from management, Quality & clinical staff: teams and quickly adopt behaviors to improve the quality of your work
- Understands multiple perspectives on a topic or situation
- Able to evaluate and present multiple options for addressing a problem
- Can be brought to engage more with senior stakeholders with help from management
