Description

About Airbnb

Airbnb began in 2007 when two hosts welcomed three guests to their San Francisco home. Since then, the platform has grown globally, with over 5 million hosts and 2 billion guest arrivals, offering unique stays and experiences that foster authentic community connections.

The Community You Will Join

You will be part of an elite process team focused on delivering exceptional customer service for high-profile clientele. Your role will involve handling complex, high-stakes interactions while ensuring personalized and empathetic support.

The Difference You Will Make

• Deliver outstanding, personalized service to Airbnb's premium customers.
• Manage complex customer cases through various channels (live chat, phone, messaging, social).
• Resolve issues promptly, combining quality, efficiency, and discretion.
• Foster strong relationships with internal and external stakeholders.
• Take full ownership of customer cases and ensure complete, high-satisfaction resolutions.

A Typical Day

Customer Support

• Offer tailored, high-touch support to guests and hosts.
• Understand and meet customer-specific preferences.
• Engage empathetically and respectfully in all customer communications.

Case Management

• Own complex support cases end-to-end.
• Escalate cases when needed while maintaining accountability.
• Be responsive to feedback and implement quality improvements rapidly.

Service Excellence

• Handle large case volumes without compromising on personalized care.
• Ensure a seamless and thoughtful resolution to every issue.

Team Contribution

• Share operational insights and support team improvements.
• Contribute to best practices documentation and peer training.
• Mentor junior team members when needed.

Stakeholder Engagement

• Build trust and communicate effectively with internal/external stakeholders.
• Be available for emergency support during evenings and weekends.

Key Skills

• Customer Support, Complex Case Management, Emotional Intelligence, CRM Tools, Stakeholder Engagement, Communication, Multitasking, Hospitality Standards, Personalized Service, Google Suite, Conflict Resolution, High-Pressure Situations, Phone & Chat Support

Your Expertise

Must-Have

• 5+ years’ experience in multicultural customer service (preferably in hospitality or high-touch client-facing roles).
• Graduate or above.
• Experience working with premium clients, especially via calls, chat, or messaging platforms.
• Excellent written and verbal communication skills.
• Strong emotional intelligence to dig into the root cause of issues.
• Comfortable with high volumes, tight schedules, and multitasking.
• Willingness to work weekends, holidays, and evening shifts.
• Proficient with tools such as Apple/Mac OS, Google Suite, CRM platforms, and documentation tools (Google Sheets, Docs, etc.).
• Strong adaptability, discretion, and professionalism.

Nice-to-Have

• Hospitality industry experience.
• Experience with tech platforms or customer experience in digital environments.
• Fluency in other languages besides English.
• Ability to quickly learn and adapt to new technologies.