Premium Support Sr. Spec. (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.

Location: Remote in Canada

The Airbnb Senior Support Specialist, Escalations supports one or more internal CS services. This is a full-time position based in location. The Senior Support Specialist, Escalations functions on the front line interacting directly with both customers & internal stakeholders. The Senior Support Specialist, Escalations needs strong communication skills, problem-solving abilities, and customer service expertise. The Senior Support Specialist, Escalations 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.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management

Handles the service’s most severe and urgent cases

• 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
• Manage cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Implement stakeholder recommendations and use good judgment in determining the appropriateness of recommendations based on each unique case
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with quality

• Sets the gold standard for performance for the service
• Acts consistently impeccably in handling of customer-facing casework
• Drive cases to conclusion with a sense of urgency and without error
• Participating in the Service improvement: Leverages functional operational knowledge to lead the team to succeed
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible

Stakeholder engagement

• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Sets clear expectations among stakeholders to build alignment
• Build & nurture relationships outside of your team

Requirements

• 5+ 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, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise:

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Be a strong advocate of high-quality standards, innovation & hospitality with a business mindset.
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
• Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations.
• Experience engaging with executive-level stakeholders and demonstrated ability to explain complex ideas simply and clearly.
• Excellent problem solving and critical thinking skills; comfort with ambiguity
• Experience responding to crisis situations, and ability to provide proactive recommendations on the best course of action.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus

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: CAD $30-$39/hr

Benefits: Medical, Dental, Vision, 401K