Hotels Team Coordinator

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 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: 

At Airbnb, we understand that no global movement springs from individuals alone. It takes an entire team united behind something big. As part of the Hotel Tonight team, you will be proud to be a part of the future of travel. We recognize that we are the leaders of a new, worldwide phenomenon, and we are committed to working hard to build the world's most loyal travel community. The CX team is dedicated to creating an exceptional and personalized experience for our customers. We strive to ensure that our overall service offering is the best it can possibly be. We take pride in fostering a fun and collaborative environment where we solve problems together. We are seeking smart, kind, goal-oriented individuals who are relentlessly customer-focused to join our team.

The Difference You Will Make:

As a Team Coordinator, you will play a vital role in ensuring exceptional service, effective teamwork, and reducing brand risk. Your responsibilities will include brand risk reduction, timely management of impactful and complex cases, dynamic stakeholder management, cross-functional collaboration, and reporting duties.

A Typical Day: 

• Support your Hotels Supervisor in daily and weekly team management, including quality review, assigning departmental duties, and monitoring queues and inboxes.
• Inform volume strategies, help set priorities, and reduce clutter to meet departmental goals.
• Handle complex or financially impactful issues, providing input to leadership and relevant stakeholders for resolution.
• Maintain a pulse on improvement opportunities and communicate findings to cross-functional teams.
• Master and maintain knowledge of company policies, procedures, and changes to workflows, processes, or policies.
• Address and lead large customer service issues, such as en masse walks/refusals and major natural disasters, optimizing financial impact.
• Manage the CX side of all social media, partnering with the social/comms team to provide on-brand responses.
• Recognize when additional support is needed and guide the team, peers, and yourself to provide assistance.
• Act as an advisor/SME for new hires and associates, supporting the Lead in coaching best practices and decision-making.
• Provide consultation on specific workflows and processes to senior management, both inside and outside of HotelTonight.
• Be mindful of decisions and their impact on broader targets and the overall picture.
• Fulfill additional duties as assigned.

Your Expertise:

• 3+ years of experience providing customer support
• Strong analytical skills, able to compile reports and analyze data.
• Minimum rating of “Meets Expectations” at previous Performance Review
• Calm and empathetic - you are able to adapt to any situation while remaining level headed in tough situations.
• Able to handle sensitive cases by making difficult decisions and thinking out of the box while being mindful of overall impacts on the brand.
• Ability to multitask, organize, and work with frequently changing priorities.
• Ability to learn and adapt to new technologies.
• Innovative and passionate about continued process improvement

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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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