Escalations Associate

The Community You Will Join:

As a member of the Executive Escalations team, you will be responsible for handling and stewarding the resolution for Community issues raised directly to the CEO and other Executive Team Members.

• • This critical, high visibility role requires taking a consultative, personalized and anticipatory approach to forging and maintaining executive relationships while balancing a community first mindset. 
  • Taking ownership of all assigned cases, ensuring a fair and reasonable final resolution is reached, fostering the relationship with our users along the way. 
  • Our ultimate goal is to exceed user expectations and recover the user perception of Airbnb,  managing risk and surfacing trends/pain points within the community to the business. 
  • We’re looking for someone who thrives in taking initiative and is comfortable operating with ambiguity, demonstrating a high level of autonomy and resilience. 

The Difference You Will Make:

• Learning with Agility: You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed. You proactively seek out opportunities to improve. You're versatile, and open to change when there's a better way. You learn from past mistakes and accomplishments. You're a cereal entrepreneur who is comfortable experimenting or reversing course.
• Managing Time Efficiently: You value time, and use it effectively and efficiently. You prioritize correctly, focusing your efforts on the things that are most important. You plan ahead, structure your day, and adapt your environment to make the best use of your time. You stay organized to ensure successful multitasking.
• Welcoming Ambiguity: You handle unexpected change with grace. You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent. You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details. You're comfortable handing off incomplete tasks when necessary. You're an early adopter.
• Taking Initiative to Solve Problems: If you see an opportunity to contribute or make things better, you take it—you don't wait around to be asked. You're comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions. You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You utilize creativity to propose original solutions, and don't stop at the first, most obvious answers.

A Typical Day: 

• Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
• Provides technical/functional subject matter expertise to less experienced team members
• Shares ideas to improve processes and ways of working
• Extracts insights and trends from facts and data to influence decisions
• Deliver a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations and breaking down silos to resolve issues in a timely manner. 
• Handle NPS service recovery cases where the initial user experience has been poor and ensure you can rescue the detractor before the case becomes an Executive Escalation
• Exceeds performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc), 
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
• Effective communication in the context of stakeholders management as well as external customers. 
• Support the Escalations Coordinators in providing input for Shared Services to ensure service integrity and continuous improvement.

Your Expertise:

• Availability to work 40 hours a week, available to work weekends and/or different shifts
• Excellent time management, negotiation, and conflict resolution skills.
• Excellent listening skills and attention to detail, with demonstrated ability to draw out key information to assess user needs and resolve problems.
• Display resilience in a high-impact, dynamic environment. 
• Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
• Demonstrated ability to develop and maintain effective relationships with internal and external customers at all levels.
• Calm and Empathetic: You are able to adapt to any situation by personalizing responses and educating our community while remaining level-headed in tough situations.
• Able to handle sensitive cases by taking difficult decisions and thinking outside the box while being mindful of the overall impacts on the brand. 
• Should be Resolutions trained.

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.