Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
No global movement springs from individuals. It takes an entire team united behind something big. On the Community Support team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.
Together, our team provides support to more than 900 million lifetime guests and 5.6 million listings in over 220 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere.
The Difference You Will Make:
The CS Labs Support Ambassador partners with Airbnb cross-functional teams to iterate on, improve, and scale new customer-service initiatives to our global Airbnb user community.
A Typical Day:
- Interacts with Airbnb users by providing world-class customer service via multiple support channels.
- Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments.
- Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
- Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience.
- Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
- Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.
- Might be tasked with moderately challenging assignments with limited supervision.
- Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.
Your Expertise:
- Fast learning and passionate about Community Support
- At least 3+ years of experience in customer service
- English language proficiency both written and verbal, other languages are a plus
- Ability to demonstrate empathy
- Availability for a schedule of 40 hours a week, one that could span weekends and public holidays. Shifts may include evening or early morning hours.
Operational Excellence:
- Proficient in technical and professional skills required for the role
- Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes.
- Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals.
Communications:
- Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding.
- Has effective cross-cultural communication skills.
- Shares regular feedback with stakeholders.
Self & Interpersonal:
- Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently.
- Embraces challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support.
- Prioritizes team objectives over individual aspirations.
- Excellent time-management, negotiation and conflict-resolution skills.
Leadership:
- Understands the relationship between key drivers and decision-making impact on function objectives.
- Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values.
- Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
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What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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