Escalations Coordinator (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220 countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.
  
  

The Market Coordinator plays a pivotal role in supporting Airbnb’s Field Team by managing high value Host-related inquiries and escalations. Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.

Key Responsibilities

• Serve as an additional Host-facing support for the Market Management Team.
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
• Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
• Conduct in-depth research to address and resolve Host issues
• Triage and assign escalations tickets and and provide recommendations for efficient resolution
• Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
• Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
• Support In-Market events for your territory, when required
• Effective communication in the context of stakeholders management
• Proven track record of meeting or exceeding SLA response times
  
  

Required Skills And Qualifications

• 4 years as a Customer Support Representative or Account Management
• Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
• Exceptional written and verbal communication abilities.
• Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
• Proven ability to analyze and assess challenges with a track record of solving complex issues
• Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
• Strong analytical skills that will enable you to support your peers, Lead and Market Managers
• Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)
  
  

Preferred Attributes

• Previous experience in hospitality, customer service, or a related field.
• Strong attention to detail and organizational skills.
  
  

Role Goals

The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives.

This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb’s mission of creating an efficient, supportive, and proactive hosting environment.

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $37-$44/hour.

Benefits: Medical, Dental, Vision, 401K