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: 

The Airbnb CS Escalations Senior Associate supports one or more internal CS services (Executive Escalations, Social Media, Payments, Regulatory Response). This is a full time position based in specific provinces in Canada, either: British Colombia, Ontario, or Quebec.  

The Difference You Will Make:

The Escalations Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. Escalations Senior Associates need strong communication skills, problem-solving abilities, and customer service expertise. They 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: 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 

Participating in the Service improvement: Leverages functional operational knowledge to lead the team 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: You build and maintain strategic partnerships to achieve team or functional goals

• • • 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

Your Expertise:

• 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 required, as well as evening shifts. Your schedule can change to meet business needs
• 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.
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Colombia, Ontario, or Quebec. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces 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.