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Escalations Coordinator (contract)

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Airbnb

20d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • San Francisco

AI generated summary

  • You must have 4+ years in customer support or account management, strong communication skills, problem-solving abilities, and proficiency in Salesforce, G-Suite, and Jira.
  • You will support Hosts by resolving issues, triaging escalations, enhancing listing quality, managing inquiries, and participating in market events to ensure excellent service and communication.

Requirements

  • 4+ years as a Customer Support Representative or Account Management
  • Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
  • Exceptional written and verbal communication abilities.
  • Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
  • Proven ability to analyze and assess challenges with a track record of solving complex issues
  • Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
  • Strong analytical skills that will enable you to support your peers, Lead and Market Managers
  • Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)

Responsibilities

  • Serve as an additional Host-facing support for the Market Management Team.
  • Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
  • Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
  • Conduct in-depth research to address and resolve Host issues
  • Triage and assign escalations tickets and provide recommendations for efficient resolution
  • Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
  • Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
  • Support In-Market events for your territory, when required
  • Effective communication in the context of stakeholders management
  • Proven track record of meeting or exceeding SLA response times

FAQs

What is the role of an Escalations Coordinator at Airbnb?

The Escalations Coordinator plays a pivotal role in managing high value Host-related inquiries and escalations, acting as a liaison between Hosts and internal teams to ensure timely resolution of issues while delivering exceptional service.

What are the key responsibilities of this position?

Key responsibilities include serving as Host-facing support, mastering company policies, providing end-to-end resolution for Host issues, conducting in-depth research, handling escalation tickets, and managing Host inquiries while maintaining high service levels.

What qualifications are required for the Escalations Coordinator role?

The position requires at least 4 years of experience in Customer Support or Account Management, expertise in handling high-value customer inquiries, strong communication skills, and proficiency in tools like Salesforce, G-Suite, and Jira.

Is previous experience in hospitality or customer service preferred for this role?

Yes, previous experience in hospitality, customer service, or a related field is preferred but not mandatory.

What is the pay rate range for the Escalations Coordinator position?

The pay rate range for this role is $37-$44 per hour.

Are there any benefits provided to employees in this role?

Yes, benefits include medical, dental, vision, and 401K.

How does this role contribute to Airbnb's mission?

The role aims to streamline processes, enhance Host satisfaction, and allow Market Managers to focus on strategic revenue initiatives, thereby supporting Airbnb's mission of creating an efficient and proactive hosting environment.

What skills are needed for effective performance in this role?

Effective performance requires strong analytical skills, problem-solving abilities, skills in de-escalating conflicts, and the capacity to manage multiple priorities in a fast-paced environment.

Is this position contract-based?

Yes, this position is a contract role.

Is there an emphasis on diversity and inclusion in the hiring process?

Yes, Airbnb is committed to attracting diverse talent and encourages all qualified individuals to apply, promoting an environment that fosters innovation and engagement.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit