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: 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 be able  to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. 

The successful candidate will assist with escalated issues and initiate the user dispute request process for  personal safety incidents. Our specialists are responsible for the investigation of cases involving  trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries. 

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly.  Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role.

A Typical Day:

• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied 
• Working with Safety Lead to develop and enhance internal policies, processes and tools 
• Ensure metrics driven performance   
• Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support  
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed 
• Maintaining high levels of confidentiality while performing investigations 

Your Expertise:

• 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work,  or e-commerce customer service
• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies 
• 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 
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner 
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care 
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
• University Degree and/or 3+ years relevant experience
• Fluent Japanese and English (Spoken and Written) are essential

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 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 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