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Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Ready to apply?
Apply to Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
- Handle cases with complexities with the highest level of service
- Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
- Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team
- Understand how to summarize user issues and escalate to leadership as needed
- Manage multiple user cases at the same time while remaining efficient, professional and organized
- 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 phone.
- Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
- Adapt to your schedule & its potential modifications based on business needs
- Be a team player & support operational success as directed by your Management
- Demonstrate and share best practices with teammates to drive success at the global service level
- Participate in roundtable discussions for upcoming changes and launches
The Difference You Will Make:
- You will look after a variety of Safety concerns for our community, including but not limited to:Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population.
- 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 restoring their status quo.
- 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:
- Operational Excellence Competencies
- Shows constant improvements in the quality of work with limited supervision
- Shares regular feedback from the community with the senior stakeholders to improve the quality of our services
- Shares knowledge with less experienced team members
- Shows willingness to take on new projects/assignments
- Communication Competencies
- Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact
- Understands when written messages are appropriate and when to choose other forms of communication
- Shares knowledge with less experienced team members Uses effective cross cultural communication
- Analytical Competencies
- Develops a nuanced perspective based on facts and data
- Plans proactively for short to medium term goals
- Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals
- Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives
- Self & Interpersonal Competencies
- Shows awareness of individual's strengths, blind spots and areas of development
- Perseveres to find the goals deeper Why' behind policies, processes, and workflows
- Keeps team objectives community above individual aspirations
- Embraces challenges that require new skills and knowledge
- Recognizes conflicts and seeks support to resolve difficult situations
- Pushes oneself towards the best possible outcomes for the Airbnb community
- Maintains composure in crisis situations
Your Expertise
- Your background & experience
- 4+ 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
- Graduation is a must from any AICTE recognised university.
- Hospitality experience is a plus, in particular working for technology platforms.
- Ability to work weekend days and public holidays required, as well as 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
- Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
- Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations
- Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
- Language proficiency in English
- Ability to understand and execute policies & procedures
- Ability to maintain confidentiality during investigation
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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Ready to apply?
Apply to Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Ready to apply?
Apply to Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Ready to apply?
Apply to Airbnb