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: 

No global movement springs from individuals. It takes an entire team united behind something big. On the HotelTonight team at Airbnb, we’re proud to be a part of the future of travel. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

The Difference You Will Make:

HotelTonight Specialists support our customers by ensuring our follow up procedures are being adhered to, escalated cases are handled with empathy and professionalism, high-level case decisions are made with both the business and user experience being taken into consideration, our partner teams are supported and coached in the moment. The CX specialist will utilize a variety of available tools to navigate, research, and review each situation and to communicate effective solutions.

A Typical Day: 

• Provide guidance on difficult cases, high-risk situations, and coach to appropriate resolutions for HotelTonight customers and hotel partners.
• Handle escalated calls, and emails with the highest degree of courtesy and professionalism while balancing the financial impact to the business.
• Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc).
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in HotelTonight.
• Fostering an empowering environment by coaching and supporting decision making that will drive timely resolutions and/or positive guest experiences.
• Support both users and hotels in a non-scripted environment - ensuring a flawless guest experience and a swift resolution.
• Make judgment calls in high-pressure situations while leaving customers delighted.
• Respond to escalated issues both directly from the customer as well as from other departments.
• Utilize the various software to navigate information and current policies across HotelTonight and Airbnb.
• Act as a brand ambassador and live HotelTonight and Airbnb company values in every interaction. 
• Maintain a positive and professional attitude toward customers and colleagues at all times. Contribute to a positive work environment throughout all communications with global teammates, Supervisor, and all other departments.
• Support our customers and CX goals by answering calls, or emails when wait times are longer than usual and service levels are below goal.
• Additional duties as assigned.

Your Expertise:

• 2+ years of experience providing customer support, preferably in a remote setting. 
• Strong verbal (phone, meeting and presentation), written (email, chat, reporting), and interpersonal communication skills.
• Passion for providing customers an exceptional experience while driving for results.
• Flexibility and adaptability, able to work well in an ambiguous environment.
• Solid judgment and a strong moral compass.
• Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
  • Calm and Empathetic: You are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Learning with Agility: You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed. You proactively seek out opportunities to improve. You're versatile, and open to change when there's a better way. You learn from past mistakes and accomplishments. You're a cereal entrepreneur who is comfortable experimenting or reversing course.
  • Managing Time Efficiently: You value time, and use it effectively and efficiently. You prioritize correctly, focusing your efforts on the things that are most important. You plan ahead, structure your day, and adapt your environment to make the best use of your time. You stay organized to ensure successful multitasking.
  • Welcoming Ambiguity: You handle unexpected change with grace. You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent. You can effectively articulate the need for change and encourage optimism in those around you. You're consistently able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
  • Solving problems: You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You voice feedback and utilize creativity to propose original solutions, and don't stop at the first, most obvious, answers. You understand when cutting your losses is the best solution, and can explain why.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states 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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual hourly rate is dependent upon many factors, such as: education, experience, and skills. The hourly rate is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.