CX Specialist, Premium Support

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 full-time customer service professionals to join our team. If you thrive in a fast-paced environment, are either a host, guest or an avid Airbnb enthusiast, and have exceptional people skills, then we want you on the team. This team will be on the front lines working with our community of hosts and guests every day and will partner with our Product team to improve user experience.  

We look forward to hearing from you!

Responsibilities:

  • Proactively and independently works to meet targets and goals by following workflows to understand urgency and importance of assigned tasks
  • Resolves customer challenges by identifying and escalating issues appropriately
  • Provides knowledgeable, friendly and eloquent customer service to the worldwide Airbnb community
  • Responds professionally on the phones to inbound contacts, including urgent situations
  • Composes thoughtful and accurate messages or customizes prepared responses to customer emails
  • Researches and troubleshoots problems using available resources
  • Mediates situations between guests and hosts
  • Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations

Requirements:

  • Availability for a schedule of 40 hours a week, one that spans weekends and holidays. Shifts will include evening or early morning hours
  • Passionate about creating a world of belonging
  • Skilled and efficient in writing and verbal communication
  • Monitors and controls numerous concurrent tasks in tandem

Bonus Skills:

  • 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 a CRM or ability to learn one
  • Experience with policy work, or help resource project management
  • Previous, demonstrable experience with creation of online help resources

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