Senior Specialist, Escalations

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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

• 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 • 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 • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence • Continuously improve the quality and efficiency of team work by providing ongoing guidance to teammates • Provide insights about community experience and continuous improvement opportunities to Management

🎯 Requirements

• 4+ years of relevant experience in customer service, mediation, social media response, front desk, 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 • Prior experience using phone, messaging, or live chat to interact with users/customers is preferred • Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner • Ability to work weekend days and public holidays, as well as early morning / evening shifts • Excellent 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 • Be a strong advocate of high quality standards, innovation & hospitality with a business mindset • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders • Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations • Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly • Strong problem solving and critical thinking skills; comfort with ambiguity • 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 literacy, including Apple/Mac OS and Google Suite • Language proficiency in English, other languages are a plus

🏖️ Benefits

• N/A