Escalations Senior Associate

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 Difference You Will Make:

The Airbnb Community Support (CS) Escalations Senior Associate supports one or more internal CS services (Executive Escalations, Social Media, Payments, Regulatory Response). This is a full time position that can be based in Japan, South Korea, or Singapore. The Escalations Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. Ambassadors need strong communication skills, problem-solving abilities, and customer service expertise. Senior Associates should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.  

A Typical Day:

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
• End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines 
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate.
• Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow 
• Operates with little support from your leadership on most casework tasks
• Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” 
• Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence

Combining efficiency with quality: 

• Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service). 
• Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework

Participating in your service’s improvement:  Leverage your functional operational knowledge to proactively support the team success

• Provides ongoing guidance to your teammates in improving the quality and efficiency of their work
• Provide insights about community experience and continuous improvement opportunities to your Management
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
• Support management in conveying messages & driving outcomes in the rest of the team

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt

Your Expertise:

• 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Excellent interpersonal and communication skills, both written and spoken, including