The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in British Columbia, Canada.

The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.      

A Typical Day: 

Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training.
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
• Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work

Drive performance at the ambassador, team, and service level

• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador  and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
• Share input and recommendations about service target setting.
• Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director

Build and nurture an engaged and diverse team

• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within a team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves 
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

Support strategic initiatives within Delivery and your service as needed

• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

• 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as  developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals 
• Ability to work weekend days, holidays, and on-call required
• Strong communicator, with fluency, in both written and spoken, English

Your skills and competencies:

• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Your Location:

This position is Remote Eligible - British Columbia, Canada. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is newly created and does not replace or backfill an existing position. 

The Community You Will Join:

As a senior member of our team, you will play a pivotal role in providing guidance and assistance to our Operation Specialists, ensuring they have the resources and knowledge they need to excel in their roles. Your expertise will be instrumental in resolving complex queries, offering insights, and mentoring junior team members as they navigate their responsibilities.

Additionally, you will have the opportunity to take on challenging stretch assignments that push your skills to new heights and contribute to your professional growth. By actively driving process improvement initiatives, you'll have a direct impact on enhancing efficiency and effectiveness within our operations. Your leadership in queue management for the entire pod will be instrumental in ensuring smooth operations and timely resolution of issues.

The Difference You Will Make:

• Strategic Guidance and Support: Provide mentorship and assistance to Operation Specialists, enhancing the quality of service delivery and promoting professional development.
• Process Optimization: Utilize your expertise to identify opportunities for improvement in workflows and operations, driving efficiency and productivity gains.
• Proactive Problem-solving: Take a proactive approach to problem-solving, addressing issues promptly and implementing innovative solutions to enhance operational effectiveness.

A Typical Day:

Luxe Onboarding & Visual Vetting:

• Along with having in-depth understanding of Luxe workflows, the incumbent will also be required to perform the following additional tasks
• Work closely with leads to assign daily work, monitoring queues in upwork and host/guest support cases
• Lead the onboarding of new properties into the Luxe category, ensuring they align with brand, design, and experience criteria.
• Conduct interviews with Home Consultants and complete their onboarding process to ensure alignment with Luxe standards and expectations.
• Unblock onboarding-related challenges by closely collaborating with Market Managers and other cross-functional teams.
• Assess walkthrough reports to determine whether a property should pass or fail Luxe criteria, providing detailed reasoning and recommendations.
• Perform visual vetting of potential Luxe listings - assessing design aesthetics, property quality, and overall luxury appeal.
• Partner with stakeholders to improve vetting frameworks, visual standards, and design benchmarks.
• Act as a subject matter expert on Luxe design and brand positioning, ensuring consistency across all listings.
• Provide feedback and recommendations to refine property evaluation guidelines and Luxe onboarding processes.
• Mentor and coach Luxe Specialists on visual assessment and luxury experience standards.
• Identify and lead process improvement initiatives related to onboarding and quality assurance.
• Maintain strong collaboration across Luxe S&O, Product, and Design teams to enhance workflows and user experience.
• Participate in cross-functional reviews and calibration sessions with QA, Supervisors, and Leadership to ensure global alignment.
• Maintaining accurate and up to date contact information for the Home Consultants

Your Expertise:

• Bachelor’s Degree or equivalent.
• 6–8 years of experience in a customer experience, operations, hospitality, or design-led environment.
• Background in design, hospitality, architecture, or luxury segment strongly preferred.
• Proven ability to evaluate properties for luxury standards — including visual and experiential vetting.
• Exceptional communication, collaboration, and stakeholder management skills.
• Proficiency in Google Sheets, dashboards, and data analysis for reporting and quality tracking.
• Strong attention to detail, aesthetic sensibility, and understanding of premium guest experience.
• Leadership and mentoring abilities with a focus on quality and continuous improvement.
• Experience working with Luxe listings or premium hospitality products will be a plus.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Difference You Will Make:

We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.  

The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment,  and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. 

This is a full time position based in Canada - Remote. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.       

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.        

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community 

• 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
• 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

Combining efficiency with quality: 

• Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution

Participating in the Safety Service improvement:  Leverage your functional operational knowledge to support the team succeed

• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.

Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners

• Displays openness and approachability when resolving issues
• Understands key drivers of your role and how they relate to one another

Your background & experience

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

Your skills & expertise

• Very good interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus
• Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Your Location: 
This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging: 
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is newly created and does not replace or backfill an existing position.

Airbnb a pris le jour en 2007 lorsque deux Hôtes ont accueilli trois invités dans leur maison de San Francisco, et compte depuis lors plus de 4 millions d'Hôtes qui ont accueilli plus d'un milliard d'invités dans presque tous les pays du monde. Chaque jour, les Hôtes proposent des séjours et des expériences uniques qui permettent aux invités de se connecter de manière plus authentique aux communautés.

La différence que vous ferez :

On est à la recherche d'une personne talentueuse et expérimentée qui s'occupera de diverses préoccupations liées à la sécurité pour notre communauté, y compris les suivantes, mais sans s'y limiter : la discrimination, les menaces à la sécurité personnelle, la violence conjugale, le suicide ou l'automutilation, l'exploitation d'enfants, les agressions physiques et sexuelles, les activités liées à la drogue, le travail sexuel et la traite de personnes.  

Le ou la candidat·e retenu·e comprendra très bien comment identifier correctement des situations menaçantes et préjudiciables, communiquera avec empathie, fera preuve de discernement, prendra des décisions rapidement, aura comme objectif d'offrir le meilleur soutien possible aux personnes survivantes et permettra leur rétablissement. 

Il s'agit d'un poste à temps plein situé ici : Canada. Ce poste est un rôle de première ligne dans un centre d'appels où il y a des interactions directes avec les clients. Les candidats retenus ont besoin d'excellentes compétences en communication, d'une aptitude à la résolution de problèmes et d'une expertise en service à la clientèle. Ils doivent être en mesure de s'adapter et de réagir dans un environnement dynamique, parfois sous pression, tout en restant flexibles, proactifs, débrouillards, efficaces, très professionnels et respectueux de la confidentialité.       

Dans le cadre de ce poste, vous devez être flexible et accepter de changer d'équipe au sein du soutien à la communauté, ou encore d'assumer des responsabilités différentes de celles énoncées ci-dessous. La personne idéale est ouverte à l'évolution de ses fonctions en fonction des besoins de l'entreprise et elle restera flexible pour répondre à ces besoins.     

Une journée typique : 

Les responsabilités énumérées ci-dessous ne sont pas exhaustives. Compte tenu de la nature dynamique de ce travail, les responsabilités énoncées ci-dessous peuvent changer et des tâches supplémentaires peuvent être attribuées au besoin.

Gestion de dossiers complexes : vous avez « perfectionné l'essentiel » de votre rôle, qui consiste à fournir le plus haut niveau de service à notre communauté. 

• Interagir avec les clients d'Airbnb et les membres de la communauté en utilisant tous les canaux actuels et futurs, qu'il s'agisse des outils Airbnb ou d'outils externes, dont le clavardage, les réseaux sociaux, la messagerie et le téléphone.
• Gérer de bout en bout des dossiers complexes dans le but de régler les problèmes des clients en suivant la méthodologie de travail et les directives. 
• Reconnaître le type et la gravité des dossiers et bien les traiter en fonction du champ d'application du service et en faisant appel à d'autres équipes, le cas échéant.
• Prendre en charge des dossiers d'un certain degré de gravité ou de complexité sous étroite supervision.
• Être capable de reconnaître et d'évaluer les comportements menaçants et risqués.
• Faire preuve de responsabilité et de discernement, ainsi qu'avoir la capacité de remettre en question la méthodologie de travail et de s'en écarter au besoin (uniquement avec l'approbation de la direction).
• Faire montre d'une excellente ouverture aux commentaires de la direction, des équipes de qualité et du personnel clinique, et adopter rapidement des comportements pour améliorer la qualité de son travail. 
• Comprendre plusieurs points de vue sur un sujet ou une situation.
• Être en mesure d'évaluer et de présenter plusieurs options pour régler un problème.
• Être appelé·e, avec l'aide de la direction, à possiblement interagir avec les principales parties prenantes.

Conjuguer efficacité et qualité : 

• A démontré sa capacité à gérer un plus grand nombre de dossiers sans nuire à la qualité de l'interaction et de la résolution.

Participation à l'amélioration du service de sécurité : tirer parti de ses connaissances opérationnelles fonctionnelles pour soutenir la réussite de l'équipe.

• Aider à documenter les méthodes de travail, les meilleures pratiques et les normes pour son ou ses services, comme demandé par la direction.
• Fournir une expertise et des conseils techniques ou fonctionnels aux membres moins expérimentés de l'équipe.

Communication avec les parties prenantes : commencer à découvrir le réseau avec d'autres équipes de prestation et des partenaires fonctionnels clés.

• Faire preuve d'ouverture et se montrer accessible lors de la résolution de problèmes.
• Comprendre les facteurs clés de son poste et comment ils sont interreliés.

Votre expertise :

Parcours et expérience

• Avoir plus de trois ans d'expérience pertinente dans le service à la clientèle, la médiation, les services d'urgence, les opérations de Confiance et sécurité, ou encore avoir occupé des fonctions similaires dans un centre d'appels à passer des appels et à s'occuper des contacts clients.
• Avoir de l'expérience dans le domaine de l'hospitalité est un atout, en particulier le travail sur des plateformes technologiques.
• Être apte à travailler pendant la fin de semaine et les jours fériés, ainsi que tôt le matin et le soir. L'horaire peut changer pour répondre aux besoins de l'entreprise.
• Être apte à travailler dans un environnement sous haute pression en interagissant avec des images, des conversations et d'autres contenus sensibles, confidentiels et possiblement traumatisants.

Compétences et expertise

• Avoir de l'entregent et de très bonnes compétences à communiquer à l'écrit comme à l'oral, y compris pour résoudre les conflits.
• Être capable d'organiser un volume de travail élevé, d'effectuer plusieurs tâches à la fois et d'établir les priorités tout en travaillant dans le respect des horaires, y compris les pauses, les pauses-repas et le temps de formation.
• Avoir des connaissances de base en informatique, y compris Apple/Mac OS et Google Suite.
• Maîtriser l'anglais. Connaître d'autres langues est un atout.
• Être en mesure de bien évaluer les risques, de comprendre le degré d'urgence, de faire preuve de discernement dans des situations risquées et de communiquer les informations les plus pertinentes aux parties prenantes.
• Être capable de s'adapter à de nouvelles tâches et responsabilités au besoin. 
• Faire montre d'une attitude proactive pour relever de nouveaux défis et s'adapter à l'évolution des priorités et des environnements. 
• Être apte à s'adapter à l'évolution des fonctions et des tâches avec ouverture et flexibilité, ainsi qu'à s'intégrer à une nouvelle équipe.

Votre emplacement :

En raison de la nature de ce poste, le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l’Ontario, le Québec, l’Alberta ou le Saskatchewan. Cette liste est continuellement mise à jour, veuillez vérifier avec nous si les provinces dans lesquelles vous vivez figurent sur la liste. Si votre poste est employé par une autre entité Airbnb, votre recruteur vous informera des provinces dans lesquelles vous êtes éligible pour travailler.

Notre engagement envers l’inclusion et l’appartenance :

Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler.

Nous nous efforçons également de proposer un processus de candidature et d'entretien inclusif pour les personnes handicapées. Si vous êtes un candidat handicapé et avez besoin d'aménagements raisonnables pour soumettre une candidature, veuillez nous contacter à l'adresse : raisonnableaccommodations@airbnb.com. Veuillez inclure votre nom complet, le poste pour lequel vous postulez et les aménagements nécessaires pour vous aider dans le processus de recrutement. 

Nous vous demandons de nous contacter uniquement si vous êtes un candidat dont le handicap vous empêche de remplir notre candidature en ligne.

____________________________________________________________________________________________________________________________________________________

Nous utilisons des outils automatisés pour aider notre équipe de recrutement à examiner efficacement un grand nombre de candidatures. Toutes les décisions finales d’embauche sont prises par une personne humaine. Ce rôle est nouvellement créé et ne remplace ni ne vient combler un poste existant.

This role is for an existing vacancy within the organization. We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

The Community You Will Join:

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and Guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Claims Experience team is responsible for providing premium support  for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We develop a deep empathy and understanding of each of our customer’s desires, and go above and beyond to create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The team drives operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.

The Difference You will Make:

As a Claims Experience Specialist, you will be responsible for understanding the unique needs of our customers and go above and beyond to create personalized interactions that leave a lasting impression throughout the end-to-end claims process. You will treat customers with consistency, fairness and empathy so that they feel heard and understood, and will tailor the support provided to their specific needs to resolve issues efficiently and to a high level of mutual satisfaction.  By enhancing the customer experience from end to end, you will help drive retention rates and ensure that everyone can travel and host on Airbnb with confidence.

This role is remote within Canada. 

About You:

• You are passionate about delivering  exceptional and tailored experiences for our customers, anticipating their needs and understanding what great looks like for the user experience 
• You are someone who thrives in taking initiative in a fast-moving environment, bringing a growth mindset and bias toward execution. 
• You foster strong customer relationships by actively engaging with users and identifying opportunities to enhance the service experience
• You are knowledgeable and experienced in the end to end claims process and take full ownership for reaching a  complete final resolution with care and attention  
• You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required

A Typical Day: 

• Evaluate, investigate and resolve claims submitted across our AirCover products (including but not limited to Host Damage Protection claims) including claims of high value and complexity that require complex investigation and negotiations to reach satisfactory outcomes 
• Closely monitor for fraud detection and mitigate risks associated with bad actors to protect the Airbnb brand and community
• Verify all relevant facts and evidence to determine case resolution outcomes whilst following internal policies and workflows
• Go above and beyond to create personalized interactions and exceptional premium support throughout the end-to-end claims process, tailoring the experience offered whilst ensuring each user’s needs and preferences are met with the highest level of care and attention 
• Provide continuous education and guidance for users about our Aircover products, terms and policies to enable the seamless resolution of their requests
• Work closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
• Communicate regularly with Supervisors and Manager to provide feedback on the status of claims 
• Maintain high levels of confidentiality whilst conducting investigations
• Identify gaps in workflow, process or policy whilst striving to provide upward feedback as required to further improve the experience for our customers
• Act as subject matter expert for change initiatives and/or cross functional projects taking place across the Aircover Scaled Ops and Optimization org, including assisting internal stakeholders to test, refine, ideate, and deploy new internal products and processes
• Support the training and mentoring of new hires throughout the onboarding process
• Support existing team members by sharing best practices, providing technical expertise on case consults, approvals and escalations in order to help improve overall performance of the team 

Your Expertise:

• 5+  years in a fintech or customer experience role , with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage claims
• Strong proficiency in English and French (written and spoken)
• Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
• Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone 
• Active listening skills to understand user needs and provide personalized recommendations and assistance
• Ability to explain complex and sensitive issues to customers with confidence and clarity
• Analytical skills with the ability to organize and work independently with rapidly changing priorities
• Negotiation skills to ensure customer issues are resolved in a timely and efficient manner
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
• Calm and Empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays
• The work shift for this role is Tuesday to Saturday from 9am to 6pm ET

Preferred experience

• Experience working on change initiatives and/or cross-functional projects to meet strategic goals.
• Experience working with internal stakeholders and third party administrators to resolve complex claims in a detailed, effective and timely manner

Our Commitment To Inclusion & Belonging: 
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Ce poste correspond à un poste vacant au sein de l'organisation.  Nous utilisons des outils automatisés pour aider notre équipe de recrutement à examiner efficacement un grand nombre de candidatures. Toutes les décisions finales d’embauche sont prises par une personne humaine.

Airbnb a pris le jour en 2007 lorsque deux Hôtes ont accueilli trois invités dans leur maison de San Francisco, et compte depuis lors plus de 4 millions d'Hôtes qui ont accueilli plus d'un milliard d'invités dans presque tous les pays du monde. Chaque jour, les Hôtes proposent des séjours et des expériences uniques qui permettent aux invités de se connecter de manière plus authentique aux communautés.

• Vous êtes passionné(e) par l’offre d’expériences exceptionnelles et personnalisées à nos clients, en anticipant leurs besoins et en comprenant ce qu'est une excellente expérience utilisateur.
• Vous aimez prendre des initiatives dans un environnement dynamique, apportant un état d’esprit orienté vers la croissance et l’exécution.
• Vous favorisez des relations solides avec les clients en vous engageant activement auprès des utilisateurs et en identifiant les opportunités d’améliorer l’expérience de service.
• Vous avez de solides connaissances et expériences du processus de gestion des réclamations de bout en bout et assumez l’entière responsabilité d’atteindre une résolution finale complète avec soin et attention.
• Vous identifiez les lacunes dans les flux de travail, les processus ou les politiques tout en vous efforçant de fournir un retour constructif au besoin.

• Évaluer, enquêter et résoudre les réclamations soumises sur nos produits AirCover (y compris, sans s’y limiter, les réclamations pour dommages chez l’hôte), y compris les réclamations de grande valeur et complexes nécessitant une enquête et des négociations approfondies pour atteindre des résultats satisfaisants.
• Surveiller de près la détection de fraude et atténuer les risques associés aux acteurs malveillants afin de protéger la marque Airbnb et la communauté.
• Vérifier tous les faits et preuves pertinents pour déterminer les résultats des dossiers tout en respectant les politiques et flux de travail internes.
• Aller au-delà pour créer des interactions personnalisées et un support premium exceptionnel tout au long du processus de gestion des réclamations, en adaptant l’expérience proposée tout en veillant à ce que les besoins et préférences de chaque utilisateur soient satisfaits avec le plus grand soin et attention.
• Fournir une éducation et des conseils continus aux utilisateurs sur nos produits AirCover, leurs conditions et politiques pour permettre une résolution fluide de leurs demandes.
• Travailler en étroite collaboration avec les parties prenantes et les administrateurs de réclamations tiers afin d’aligner les stratégies de dossier et de garantir une résolution rapide pour nos utilisateurs.
• Communiquer régulièrement avec les superviseurs et le manager pour fournir des retours sur l’état des réclamations.
• Maintenir un niveau élevé de confidentialité lors des enquêtes.
• Identifier les lacunes dans les flux de travail, processus ou politiques tout en cherchant à fournir des retours constructifs pour améliorer l’expérience de nos clients.
• Agir en tant qu’expert métier pour les initiatives de changement et/ou projets transverses au sein des opérations AirCover Scaled Ops et Optimization, y compris en aidant les parties prenantes internes à tester, affiner, concevoir et déployer de nouveaux produits et processus internes.
• Soutenir l’intégration et la formation des nouveaux employés tout au long du processus d’onboarding.
• Soutenir les membres existants de l’équipe en partageant les meilleures pratiques, en fournissant une expertise technique sur les consultations de dossiers, approbations et escalades afin d’améliorer la performance globale de l’équipe.

• 5+ années d’expérience dans un rôle de fintech ou d’expérience client, avec minimum 1+ année d’expérience dans la gestion de réclamations d’assurance, de préférence incluant des réclamations pour dommages matériels (en première et tierce partie).
• Excellente maîtrise de l'anglais (écrit et oral)
• La maîtrise d'une langue européenne est un atout (par exemple : le français, l'italien, l'espagnol, l'allemand ou le portugais)
• Compétences en pensée critique, avec un parcours démontré dans la résolution de problèmes clients complexes et la prise de décisions cohérentes et équitables en matière de réclamations, tout en respectant les politiques et flux de travail.
• Excellentes compétences en communication orale et écrite, avec expérience dans l’interaction avec les clients via plusieurs canaux (email, messagerie, téléphone).
• Capacité d’écoute active pour comprendre les besoins des utilisateurs et offrir des recommandations et une assistance personnalisées.
• Capacité à expliquer des questions complexes et sensibles aux clients avec assurance et clarté.
• Compétences analytiques et capacité à s’organiser et à travailler de manière autonome avec des priorités changeantes rapidement.
• Compétences en négociation pour assurer la résolution rapide et efficace des problèmes clients.
• Orientation résultats et solutions, avec la capacité de concilier prévention de la fraude et expérience utilisateur positive.
• Calme et empathique, avec la capacité de s’adapter à toute situation en personnalisant les réponses et en éduquant notre communauté, tout en gardant son sang-froid dans des situations difficiles.
• Un horaire de travail régulier de 5 jours par semaine (40 heures), convenu mutuellement avec votre superviseur, pouvant inclure les week-ends et jours fériés.
• Le quart de travail pour ce poste est du mardi au samedi de 9h - 18h

• Expérience dans la conduite d’initiatives de changement et/ou de projets transverses pour atteindre des objectifs stratégiques.
• Expérience de travail avec des parties prenantes internes et des administrateurs tiers pour résoudre des réclamations complexes de manière détaillée, efficace et rapide.

Notre engagement envers l’inclusion et l’appartenance :

Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler.

Nous nous efforçons également de proposer un processus de candidature et d'entretien inclusif pour les personnes handicapées. Si vous êtes un candidat handicapé et avez besoin d'aménagements raisonnables pour soumettre une candidature, veuillez nous contacter à l'adresse : raisonnableaccommodations@airbnb.com. Veuillez inclure votre nom complet, le poste pour lequel vous postulez et les aménagements nécessaires pour vous aider dans le processus de recrutement. 

Nous vous demandons de nous contacter uniquement si vous êtes un candidat dont le handicap vous empêche de remplir notre candidature en ligne.

The Community You Will Join:

The core work of Claims Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance.

The Difference You Will Make:

In this role, you will play a critical part in protecting Airbnb’s community by ensuring fair, timely, and policy-driven resolution of complex property, liability, and brand-risk claims. You will bring clarity and confidence to moments of uncertainty for hosts and guests by combining deep investigative rigor with empathy and sound judgment. Through close collaboration with internal stakeholders, third-party administrators, and leadership, you will help de-escalate high-risk situations, safeguard trust in AirCover protections, and uphold Airbnb’s commitment to safety, belonging, and community support.

A Typical Day:

Property Security specialists are broadly accountable for the following activities and responsibilities:

• Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.
• Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
• Working closely with stakeholders to align on case strategy.
• Compiling incident reports at the direction of leadership.
• Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.
• Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
• Effectively collaborate with and monitor third party claims administrators.
• Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
• Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
• Maintaining high levels of confidentiality while performing investigations.
• Maintain professional relationships with colleagues.
• Embody Airbnb Core Values and exhibit Diversity and Belonging ethos and behaviors.

Dedicated to project work, supporting leadership on the execution of Change Management and other initiatives:

• Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
• Acting as a mentor and advisor/SME for new hires and partners.
• Actively participating in cross-collaboration projects within the AirCover org.
• Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products.
• Attending functional business reviews as required.
• Triaging and distributing urgent and sensitive claims escalations.
• Handling cases and escalations with increased complexities including stakeholder notifications and payment thresholds.
• New hire mentoring and support during training, nesting and ramping periods.
• Participate in training support when required (e.g outbound call roleplay) 
• Focus on fully understanding and assisting peers in understanding and adhering to policies and workflows.
• Provide case support to peers and associates (case consults, payout thresholds, etc).
• Sharing best practices in reaching & maintaining high performance (SLAs, SPD, Quality).
• Assume POC roles in relevant areas where the business requires.
• Contribute to and take part in key initiatives to drive the business forward where the business requires.
• Perform relevant Team Coordinator duties when the business requires, including team approvals and consults.
• Develop and leverage strong Stakeholder management skills to communicate and collaborate with internal and external stakeholders in a professional, timely manner.
• Demonstrate proactiveness in identifying gaps in workflow, process and policies and in problem solving including providing upward feedback where needed.

Your Expertise:

• Language proficiency in English.
• Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
• 1-3 years of experience in claims and dispute resolution, Insurance claims) conflict resolution, fraud or risk investigations, and/or crisis management.
• 2+ years of experience in customer service in international calling; handling escalations & have a critical thinking mindset.
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
• Ability to learn and adapt to new technologies
• Working with leadership to develop and enhance internal policies, processes and tools.
• Bachelor’s Degree or equivalent.
• Additional insurance investigation or program management experience are a plus.
• Experience handling insurance claims, especially in the field of first party property or liability claims is preferred.
• Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus
• Media training or brand-risk management is a good to have.
• Experience with Partner or Vendor relationships is preferred.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Singapore.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.   

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• 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
• 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle

Your Expertise:

Your background & experience

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in both Japanese and English

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Singapore.

The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. 

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.           

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to 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, adapt, 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

Your background & experience

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency both English and Japanese

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

#ind

The Community You Will Join:

The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions. 

The Difference You Will Make:

We are looking for a seasoned Forecasting and Demand Planning Analyst on our Community Support (CS) team. This individual is responsible for demand forecasting and long-term planning across multi-channel contact center operations for our Global Operations team. This role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity.

The role combines planning, advanced analytics and business partnership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.

A Typical Day: 

Demand Forecasting & Statistical Modeling

• Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.).
• Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (e.g., exponential smoothing, ARIMA, regression-based models etc.).
• Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
• Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
• Perform scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics (MAPE, RMSE, MAE, bias etc).
• Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis.
• Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
• Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization.

Advanced Analytics

• In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
• Use SQL and Python to extract, transform, and analyze large-scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk.

Decision Support & Stakeholder Communication

• Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and participate in demand/capacity planning discussions in cross-functional forums.
• Align cross-functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision-making.
• Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service-level outcomes.

Your Expertise:

• 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred.
• Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau.
• Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non-technical audiences.
• Comfortable operating in fast-paced, ambiguous, and highly dynamic environments.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The Community You Will Join:

The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions. 

The Difference You Will Make:

We are looking for a Senior Manager for Demand Planning on our Community Support (CS) team. This leader is responsible for leading demand forecasting and long-term planning strategy across multi-channel contact center operations for our Global Operations team. This role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity.

The role combines planning, advanced analytics, business partnership, and people leadership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.

A Typical Day: 

Demand Forecasting & Statistical Modeling

• Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.).
• Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (e.g., exponential smoothing, ARIMA, regression-based models etc.).
• Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
• Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
• Lead scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics (MAPE, RMSE, MAE, bias etc).
• Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis.
• Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
• Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization.

Advanced Analytics

• In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
• Use SQL and Python to extract, transform, and analyze large-scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk.

Decision Support & Stakeholder Communication

• Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and lead demand/capacity planning discussions in cross-functional forums.
• Align cross-functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision-making.
• Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service-level outcomes.

People Leadership

• Lead, mentor, and develop planning analysts in quantitative methods, statistical rigor, and coding best practices.
• Review and approve forecasting and capacity models for accuracy, scalability, and business relevance.
• Set clear goals, high performance expectations, and career development paths for the team.
• Foster a culture of data-driven decision-making, accountability, and continuous improvement.

Your Expertise:

• 12+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• 5+ years of people management experience.
• Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred.
• Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau.
• Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non-technical audiences.
• Comfortable operating in fast-paced, ambiguous, and highly dynamic environments.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The Difference You Will Make:

The CS Team Specialist supports one or more internal CS services. This is a full time position based in Japan, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services. 

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.  

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Enable the successful resolution of core customer-facing work

• Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).
• Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests
• Manage slack/zoom consultations and act as floor support for team

Set up a well-oiled operational environment

• Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
• Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues
• Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons
• Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices

Collaborate with cross-functional partners and stakeholders

• Summarize and escalate issues to high level stakeholders when appropriate
• Step in as a consultative escalation point for other Delivery teams handling complex cases
• Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery

Provide recommendations and insights on service performance

• Report out on ambassador, team, and service performance trends to Delivery leadership
• Provide insights & recommendations for how to improve service delivery
• Close the loop with Training for areas where all Ambassadors need improvement

Act as support for Delivery leadership as requested

• Document ways of working, best practices, and the norms for your service(s) 
• Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)
• Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes
• Sit on a hiring panels and support upskilling and onboarding of new teammates
• Help drive internal Delivery improvement initiatives as assigned by your manager

Your Expertise:

Your background & experience

• A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects
• Experience managing high severity/sensitivity cases and decision-making authority for losses.
• Experience in coordinating operational teams, documenting ways of working and handling IT issues
• Hospitality experience is a plus, comfort with communicating with customers is a must
• Knowledge of google sheets, SQL, and Salesforce is a plus
• Language proficiency in English and Japanese language
• Bachelor’s Degree, or equivalent work experience
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• You are a team player and can work seamlessly with peers & colleagues as part of a global team
• Excellent interpersonal and communication skills, both written and spoken, to customers and teammates/partners
• Extremely organized, you are able to multitask and prioritize competing workstreams
• Calm and empathetic with an ability to remain level headed in tough situations
• Ownership mentality with ability to drive work forward even in ambiguous situations
• Ability to understand, report & explain data & performance results 
• Ability to collect feedback & translate ambassadors needs toward process improvements or product feature enhancements
• Detailed understanding of customer service operations and processes
• Quick learner and curious mindset towards other teams & services
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Community You Will Join: 

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. Due to the nature of this position, the successful applicant will need to be based in British Columbia, Canada to be able to conduct their work.

The Difference You Will Make:

The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: 

Complex case management: Provide the highest level of service to our community in each and every case

• 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and French, written and spoken, other languages are a plus.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in British Columbia, Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is for an existing vacancy within the organization.

The Community You Will Join:

Our CKM team includes a team of Knowledge editors and writers across various regions. We manage 11 knowledge bases in Content Stack and work towards providing the best user experience to our agents and Airbnb users visiting the Help Center.

The Difference You Will Make:

Knowledge Editor will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agents facing content.

A Typical Day:

• Maintain, write, and review single-source-of-truth content (such as workflows and guideline documentation) for internal knowledge platforms
• Elaborate workflows to include structured process steps, including system and tool instructions
• Create reusable content and ensure work instructions meet content standards
• Distill complex concepts into clear, easy-to-understand communications and develop/execute communication strategies
• Triage and maintain content and workflow feedback across the organization
• Build and maintain strong relationships with CS Operations, Partners, Training, Quality, Business Process, and Planning teams
• Leverage data insights (where available) to identify content gaps, improve usability, and drive continuous content optimization
• Explore and apply AI-powered tools (e.g., content generation, summarization, search optimization) to enhance content quality and efficiency

Your Expertise:

• 5+ years of experience in technical writing or relevant experience
• Excellent writing, editing, and proofreading skills
• Work autonomously in a fast-paced environment
• Proven ability to think like a customer and understand agent behavior, in-depth knowledge of customer service and contact center operations
• Demonstrated capacity for critical thinking and analysis in complex projects
• Familiarity with project management methodologies, tools and phases of the project lifecycle
• Ability to engage and influence cross-functional consensus and collaboration
• BA/BS degree or equivalent practical experience
• Experienced working with shared service organizations such as Training, QA, PMO, OCM and Partner Management to drive performance
• Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, ContentStack, blogging tools, etc.) a plus
• Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage
• Innovation mindset, problem solving attitude
• Good to have:
  • Exposure to data analysis (e.g., interpreting dashboards, basic SQL, or using analytics tools) to inform content decisions
  • Familiarity with AI tools (e.g., generative AI, search optimization, workflow automation) and their application in content creation and knowledge management
  • Experience using data or AI to improve content discoverability, quality, or operational efficiency

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Community you will join:

Our Content & Knowledge Management (CKM) team in Community Support (CS) is growing and we want you to be part of it! CKM makes accurate and authoritative information available at scale by creating, editing, and managing metadata and support content—including the public Help Center and internal knowledge bases—used by customers, CS agents, and consuming applications.  

The difference you will make:

This role requires candidates to be based in the United States or Canada. This role is not eligible for relocation support.

As a KM manager, you are entrusted with leading a group of content professionals responsible for capturing, curating, and codifying information—standardizing and structuring it so humans and machines can consume it. The role requires fostering a culture of creativity, innovation, collaboration, and belonging, so that your team is empowered to improve quality, reduce effort, engender meaningful outcomes for core audiences, and drive measurable results for the business. You’ll combine a goal‑oriented, data‑driven mindset with deep customer and end-user focus to set standards, accelerate progress, and elevate impact. 

A typical day: 

• Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content strategy and lifecycle, CKM tooling, information architecture, AI enablement at scale, and talent allocation and development, among other endeavors
• Partner cross-functionally with process design and optimization, training, quality, planning, program management, platform and product management, engineering, legal and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze continuous improvement 
• Coach, mentor, and grow a high‑performing team: set clear goals, deliver regular feedback, develop craft and leadership skills, and build succession plans
• Articulate the key role knowledge plays on the success of support teams, including regular leadership updates, and structure and enable the team to ensure that human and virtual agents have the information they need at the ready
• Oversee processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness
• Act as DRI for content‑related urgencies: triage requests, align stakeholders, coordinate publication of rapid guidance to agents and customers, and run retros to document improvement opportunities or best practices 

Your expertise: 

• 10+ years experience in content and knowledge management or related fields
• 4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a track record of success providing coaching, feedback, and professional development opportunities to team members 
• Proven understanding of emerging digital and knowledge management trends, ability to provide thought leadership, and capacity to inspire innovation in these spaces
• Extensive familiarity with different content management systems (ex: ContentStack), operational and project management applications (ex: Airtable, Asana, etc.), and AI solutions and tools
• Familiarity with Taxonomy and Information Architecture concepts
• Experience working with a customer service team and/or operations team in matrix global organizations is highly desirable
• Agile training/certification/experience, including scrum, kanban, nimble, is a big plus
• Travel may be required up to 10% of the time 

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Japan.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.     

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• 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
• 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

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in both English and Japanese

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

#ind

#ind

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Japan.

The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. 

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.           

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to 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, adapt, 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

Your background & experience

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency both English and Japanese

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

#ind

The Difference You Will Make:

The Workforce Management (WFM) Scheduler is vital in ensuring we have the best possible support for our guests and hosts within Customer Support operations. As the Customer Support scheduler, you will be responsible for the allocation of headcount across multiple sites, channels and tiers and be expected to manage these and the relationships with partner WFM teams. You would be an important part of a fast moving and high profile team and be required to work closely with cross-functional teams to achieve the best results. 

A Typical Day:

• Partner with operations to generate and deploy schedules based on language, skill and contact channel
• Set up, manage and maintain schedules for several internal teams
• Manage, build and track/report schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment
• Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing, skilling etc.
• Work closely with the broader Workforce Management (WFM) team to understand all aspects of capacity planning and forecasting
• Track, analyse and report employee performance with reports from Genesys
• Analyse and report historical data and trends, daily, weekly, monthly etc.
• Analyse performance data to identify opportunities to operate more effectively and efficiently
• Effectively communicate across the broader Airbnb team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s. 

Your Expertise:

• Bachelor’s Degree or equivalent experience is required.
• Must have a minimum 5 years of experience in a contact center management role.
• Experience with Genesys WFM (preferred) or similar applications (i.e. IEX/NICE, Aspect/eWFM) is a must
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate complex information clearly to a non WFM/technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred  
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Previous experience with ACD reporting and administration is a plus
• Solid knowledge of Excel and Google Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices nationally and internationally on occasion.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Singapore. 

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.      

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• 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
• 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

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and Mandarin

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

The Community You Will Join: 

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

The Difference You Will Make:

The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to 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, adapt, 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English, written and spoken, other languages are a plus.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging: 
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

____________________________________________________________________________________________________________________________________________________________

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.

This role is for an existing vacancy within the organization.

La communauté que vous rejoindrez: 

Nous recherchons un(e) candidat(e) engagé(e) et enthousiaste pour offrir un service client exceptionnel à la communauté Airbnb en tant que Spécialiste du service client, Support Premium. Le/la candidat(e) idéal(e) est accueillant(e), analytique et déterminé(e) à offrir un service de la plus haute qualité, tant à l’oral qu’à l’écrit, en Anglais et en Francais.

La différence que vous ferez:

L'associé(e) du support premium fonctionne en première ligne et interagit directement avec les clients et les parties prenantes internes. En tant qu'associé(e) du support premium, vous serez responsable de fournir un support de bout en bout aux membres clés de notre communauté, y compris, mais sans s'y limiter, le segment Luxe. Vous prendrez en charge les cas, garantissant une résolution complète tout en favorisant des relations solides avec nos utilisateurs tout au long du processus. Les associés du support premium ont besoin de solides compétences en communication, de capacités de résolution de problèmes et d'une expertise en matière de service client. Ils doivent également être adaptables et réactifs dans notre environnement en évolution rapide, parfois sous pression, tout en restant flexibles, proactifs, ingénieux, efficaces et démontrant un haut niveau de professionnalisme et de confidentialité.

Une journée typique: 

Gestion de cas complexes : Fournir le plus haut niveau de service à notre communauté dans chaque cas

• Interagir avec les clients Airbnb et les membres de la communauté via tous les canaux actuels et futurs, à la fois à l'intérieur et à l'extérieur des outils Airbnb, y compris le chat en direct, les plateformes sociales, la messagerie et directement par téléphone.
• S'approprier de bout en bout tous les cas assignés : garantir qu'une résolution finale complète (ou un règlement, une décision finale, etc.) est atteinte sur la base des flux de travail et des directives de gestion, en favorisant la relation avec nos utilisateurs tout au long du processus et en les transmettant avec précision aux autres équipes le cas échéant.
• Démontrer une mentalité de propriétaire et un bon jugement ainsi que la capacité de remettre en question et de s'écarter du flux de travail lorsque cela est nécessaire uniquement avec l'approbation de la direction.
• Être très réceptif aux retours de la Direction et de la Qualité, et adopter rapidement des comportements pour améliorer la qualité de votre travail.
• Comprendre plusieurs perspectives sur un sujet ou une situation et est capable d'évaluer et de présenter plusieurs options pour résoudre un problème.
• Peut être amené à s'engager davantage avec les parties prenantes de haut niveau et à collaborer de manière interfonctionnelle, avec l'aide de la direction.

Combiner efficacité et qualité sur mesure : Fournir un support client personnalisé et exceptionnel aux voyageurs et aux hôtes, en veillant à ce que leurs besoins et préférences uniques soient satisfaits avec le plus haut niveau de soin et d'attention.

• Afficher une capacité à traiter un plus grand volume de cas sans impact négatif sur la qualité de l'interaction et la résolution.
• Anticiper et identifier de manière proactive les opportunités d'améliorer l'expérience utilisateur et, avec le soutien de la direction, proposer des solutions et des recommandations sur mesure qui vont au-delà de leurs attentes, et garantir une expérience fluide et mémorable tout au long de leurs interactions avec Airbnb.
• Résoudre les problèmes des utilisateurs rapidement et avec un niveau élevé de satisfaction mutuelle, en tenant compte du contexte et des circonstances spécifiques.
• Personnaliser les communications avec les utilisateurs, en démontrant les normes d'hospitalité les plus élevées.

Participer à l'amélioration de votre équipe : exploitez vos connaissances opérationnelles fonctionnelles pour soutenir de manière proactive la réussite de l'équipe

• Fournir des informations sur l'expérience de la communauté et les opportunités d'amélioration continue à votre direction.
• Aider à documenter les méthodes de travail, les meilleures pratiques et les normes pour votre (vos) service (s), à la demande de la direction.
• Fournir des services techniques/fonctionnels/SME aux membres les moins expérimentés de l'équipe.
• Partager des idées pour améliorer les processus et les méthodes de travail.

Engagement des parties prenantes : Vous avez gagné la confiance des parties prenantes internes et externes grâce à une gestion efficace des relations et à l'obtention de résultats.

• Faire preuve d’ouverture et d’accessibilité lors de la résolution des problèmes.
• Comprendre les principaux moteurs de votre fonction et leurs relations les uns avec les autres, ainsi que l'impact commercial de ces mesures.
• Être de garde pour gérer les situations d'urgence le soir et le week-end.

Votre expertise:

Votre parcours et votre expérience

• Au moins 3 ans d'expérience pertinente dans des équipes de service client multiculturelles, de préférence dans le secteur hôtelier (une expérience avec une clientèle de haut niveau et influente est préférable) et dans un rôle de prise d'appels et de gestion des contacts clients/clients.
• Une expérience en hôtellerie est un plus, notamment en travaillant pour des plateformes technologiques. Une expérience préalable de l'utilisation du téléphone, de la messagerie ou du chat en direct pour interagir avec les utilisateurs/clients est préférable.  
• Expérience en collaboration avec des parties prenantes de niveau exécutif pour résoudre les conflits de manière détaillée, efficace et rapide, et capacité démontrée à expliquer des idées complexes de manière simple et claire.
• Capacité à travailler les week-ends et les jours fériés requis, ainsi que les quarts de soir. Veuillez noter que ce rôle nécessite de travailler du dimanche au jeudi OU du mardi au samedi pendant 9 heures par jour (y compris une pause d'une heure) entre 6 h et 21 h (dans votre fuseau horaire local à travers le Canada). Votre horaire peut changer pour répondre aux besoins de l'entreprise et, dans la mesure du possible, nous prendrons en considération vos disponibilités. 

Vos compétences et expertises

• Très bonnes compétences en communication verbale et écrite pour fournir un service client exceptionnel aux voyageurs/hôtes et interagir avec les parties prenantes
• Compétences d'écoute active pour comprendre les besoins des clients et fournir des recommandations et une assistance personnalisées
• Empathie et patience dans les relations avec les clients, en particulier dans les situations de haute pression
• Capacité à organiser un volume de travail élevé, à effectuer plusieurs tâches et à établir des priorités, et à travailler selon des horaires prescrits, y compris les pauses, les déjeuners et le temps de formation.
• Passion pour offrir un service client exceptionnel et placer la barre haute
• Capacité à prospérer dans un environnement ambigu, rapide et complexe, en agissant de manière proactive pour réagir rapidement et de manière décisive.
• Bonnes compétences informatiques, notamment Apple/Mac OS, Google Suite, connaissance des systèmes CRM et capacité d'apprendre rapidement de nouveaux outils.
• Maîtrise de l'anglais et francais obligatoire.

Votre emplacement :

En raison de la nature de ce poste, le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l'Ontario, le Québec, l'Alberta ou le Saskatchewan. Cette liste est continuellement mise à jour, veuillez vérifier avec nous si les provinces dans lesquelles vous vivez figurent sur la liste. Si votre poste est employé par une autre entité Airbnb, votre recruteur vous informera des provinces dans lesquelles vous êtes éligible pour travailler.

Notre engagement envers l’inclusion et l’appartenance :

Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler.

Nous nous efforçons également de proposer un processus de candidature et d'entretien inclusif pour les personnes handicapées. Si vous êtes un candidat handicapé et avez besoin d'aménagements raisonnables pour soumettre une candidature, veuillez nous contacter à l'adresse : raisonnableaccommodations@airbnb.com. Veuillez inclure votre nom complet, le poste pour lequel vous postulez et les aménagements nécessaires pour vous aider dans le processus de recrutement. 

Nous vous demandons de nous contacter uniquement si vous êtes un candidat dont le handicap vous empêche de remplir notre candidature en ligne.

Nous utilisons des outils automatisés pour aider notre équipe de recrutement à examiner efficacement un grand nombre de candidatures. Toutes les décisions finales d’embauche sont prises par une personne humaine.

Ce poste correspond à un poste vacant au sein de l'organisation.

The Community You Will Join: 

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Korean, spoken and written. This is a full time position based in South Korea. 

The Difference You Will Make:

The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in Korean and English, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to 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, adapt, 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

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Language proficiency in English and Korean, written and spoken, is required.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

#ind

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in South Korea. 

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. 

A Typical Day: 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• 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
• 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

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

The responsibilities listed above are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out above may change and additional duties may be assigned as needed.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Language proficiency in Korean and English, spoken and written, is required
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

#ind

#ind

The difference you will make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager.The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full-time position based in Japan.

The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.      

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
• Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work

• Drive performance at the ambassador, team, and service level
• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador  and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
• Share input and recommendations about service target setting.
• Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director

• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves 
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your expertise:

• 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as  developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals 
• Ability to work weekend days, holidays, and on-call required

Your skills and competencies:

• Fluent in English and Japanese
• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application

#ind

This role must be based in Ireland however relocations will be considered 

The Difference You will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in German, spoken and written. This is a full time position based in Ireland.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• 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
• 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

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• 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

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and German, spoken and written, is required.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.