Customer Experience Specialist - Bilingual

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

We're looking for brilliant, full time Mandarin and English speaking/reading/writing customer service professionals to join our Customer Experience team in Beijing.  Specifically we are looking for native/fluent Mandarin speakers.  If you're quick on your feet, are already an expert in the ins-and-outs of the site, and have exceptional people skills, then we want you on the team. This team will be on the front lines working with our users every day and will partner with our Product team to improve user experience.  


  • Provide friendly and efficient service to the worldwide Airbnb community.
  • Be a first point of contact to handle and resolve customer complaints.
  • Respond professionally to inbound phone calls, including urgent situations.
  • Identify and escalate issues appropriately.
  • Compose thoughtful and accurate messages or customize prepared responses to customer emails.
  • Research information and troubleshoot problems using available resources.
  • Arbitrate in situations between users.
  • Monitor and control numerous concurrent tasks in tandem.
  • Proactively and independently work to meet targets and goals.


  • Fluent in Mandarin (written and spoken).
  • Skilled and eloquent in writing.
  • Currently based in Mainland China.
  • 0 to 2 years of customer servicing experience in hospitality, call centre/contact centre, IT Support, etc.
  • Must be available for a regular schedule of 5 days a week, mutually agreed with your Lead, able to work on weekends and public holidays.
  • Patience, empathy, and a unique ability to manage stress.
  • Investigative skills.
  • Strong communication and interpersonal skills.
  • Ability to work under pressure and adapt quickly to adverse situations.
  • Technical aptitude and the ability to pick up new technology quickly.
  • Active, passionate Airbnb user.

Bonus Skills

  • Fluent in English (written and spoken).
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
  • Familiarity with ticketing systems, prior experience with Customer Relationship Management tool is a bonus.
  • Mediation skills; Actively work with uses to identify best solution.
  • Previous, demonstrable experience with creation of online help resources.
  • Early adopter of technology.




  • 为全球爱彼迎用户提供友好而高效的服务
  • 充当处理和解决客户投诉的第一联系人
  • 以专业态度响应来电,包括应对紧急情况
  • 准确识别问题,并在必要时将问题升级
  • 撰写体贴而准确的客户邮件,或根据回复模板撰写个性化的客户邮件
  • 利用现有资源调查并解决问题
  • 对用户之间的纠纷进行仲裁
  • 持续监控多项并行任务
  • 独立而积极主动地工作,达到工作目标


  • 流利的中文普通话口头及书面表达能力
  • 熟练而具有说服力的写作能力
  • 目前居住在中国大陆
  • 在旅游接待、呼叫中心/联络中心、IT支持等领域拥有2段客户服务工作经历
  • 每周需根据排班工作5天,具体与主管商议而定,能在周末和公共假期值班
  • 具备耐心和同理心,能够用自己的方式缓解压力
  • 调查能力
  • 良好的沟通和人际交往能力
  • 抗压性强,能够迅速应对挫折
  • 熟悉科技产品,并能迅速掌握最新技术
  • 爱彼迎的积极活跃用户


  • 流利的英语口头及书面表达能力
  • 在广泛的职能领域和多个地区拥有衡量并提升客户满意度和忠诚度的知识与经验
  • 熟悉工单系统,拥有客户关系管理工具的使用经验为佳
  • 调解能力,能够主动帮助用户找到最佳解决方案
  • 在创建在线帮助资源方面拥有工作经验,并能够证明工作成果
  • 总是愿意尝试最新科技

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Rebecca S.

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