Customer Support Representative- AIRBNB

At AIRBNB, we are looking to hire a Market Coordinator.

Responsibilities :

• Support for Market Managers and Hosts in issue resolution.
• Serve as an additional Host-facing support for the Market Management Team and Key Accounts 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 stakeholder management.
• Proven track record of meeting or exceeding SLA response times.

Skills :

• 4+ years as a Customer Support Representative or Account Management.
• 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, G-Suite, and Jira (preferred).