Senior Service Recovery Specialist

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Independently manage high-profile casework with escalation factors. • Handle severe escalations (Life Safety & Severe Safety) with supervision. • Work on Executive Escalations, SOS, CCT, and VIP cases with minimal supervision. • Own high-profile media/press cases, balancing reputation risk and policy enforcement. • Manage regulatory cases, ensuring compliance and accurate documentation. • Handle high-GBV ($12K–$50K) reservation-related cases, requiring strong mediation and negotiation skills. • Serve as the first line of support for complex cases, coordinating with specialized teams in the backend. • Act as a bar raiser for service recovery excellence, setting the standard for complex, nuanced case resolution. • Mentor and guide L6 specialists, providing insights on handling difficult cases and delivering a 10-star service experience. • Proactively identify workflow inefficiencies and contribute to process and policy improvements. • Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution. • Lead by example in conflict resolution, handling cases involving multiple stakeholders with confidence and diplomacy. • Conduct root cause investigations, identifying systemic issues and driving preventative measures. • Leverage data and analysis to propose solutions aligned with business priorities. • Support project initiatives, SME requests, and case consults, contributing to the team’s broader strategic objectives. • Compile After Action Reviews, providing structured insights into high-profile cases to drive continuous improvement. • Serve as a trusted resource for hospitality standards, influencing broader service expectations within Global Operations. • Build trusted relationships with internal and external stakeholders, effectively navigating cross-functional dependencies. • Guide conversations skillfully towards win-win resolutions for customers, Airbnb, and internal teams. • Adapt communication style based on audience, ensuring clarity and understanding across diverse stakeholders. • Explain and simplify complex policies and processes to ensure buy-in and alignment. • Participate in high-impact projects requiring cross-functional collaboration and leadership.

🎯 Requirements

• Proven mastery of L7 competencies and demonstrated progress towards L8 competencies. • A track record of high-quality case handling, customer mediation, and resolution of complex, high-risk cases. • Ability to balance customer experience, risk mitigation, and business impact in decision-making. • Comfort in dealing with conflict, difficult situations, and high-stakes decisions with confidence and integrity. • Strong problem-solving and critical thinking skills, with an ability to make decisions based on available information and company policies. • Demonstrated ability to mentor and influence others, fostering an inclusive and high-performance team culture. • Excellent time management, negotiation, and conflict resolution skills. • Ability to proactively identify and resolve operational issues, preventing escalations before they arise. • 1-year minimum tenure in L6 Service Recovery role, with promotion eligibility at 18–24 months based on performance.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities