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

• Interact with Airbnb customers and community members through all current and future channels • 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 - “read through the lines” • 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.

🎯 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. Your schedule can change to meet business needs.

🏖️ Benefits

• Health insurance • Flexible working hours • Professional development opportunities