Airbnb
5001 - 10000 employees
Founded 2007
✈️ Travel
📦 Logistics
🛍️ eCommerce
💰 Post-IPO Equity on 2020-12
Travel • Logistics • eCommerce
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.
Quality Analyst, Premium Support – German/English
🕒 July 9
🗣️🇩🇪 German Required
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Airbnb
5001 - 10000 employees
Founded 2007
✈️ Travel
📦 Logistics
🛍️ eCommerce
💰 Post-IPO Equity on 2020-12
Travel • Logistics • eCommerce
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
• Conduct in-depth evaluations of Premium Support interactions in English and/or German to ensure strict adherence to premium-tier service standards. • Refine and enhance quality scorecard frameworks based on emerging trends and insights. • Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts. • Ensure that all Premium Support interactions align with Premium Support Principles, exceed expectations of high-net-worth clients, and reflect luxury concierge service standards. • Provide data-driven insights and quality analytics to Premium Support Leadership to help optimize performance.
🎯 Requirements
• 5+ years of experience in luxury hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services. • Bilingual proficiency in German and English is required • Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment. • Proven ability to assess, analyze, and enhance service quality in a high-paced, high-expectation customer support setting. • Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics.
🏖️ Benefits
• Bonuses • Employee Travel Credits
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