Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 CX team is focused on creating exceptional and personalized experiences for our community. We strive to ensure our service exceeds industry standards and serves as a model for others. We take pride in fostering a fun, collaborative environment where we solve problems together. We seek intelligent, kind, goal-oriented individuals who are relentlessly customer-focused to join our team.

The Difference You Will Make:

The ideal candidate for the Service Coordinator position will possess impeccable technical and communication skills, as well as a strong commitment to continuous personal and professional development. Adaptability to changes in focus or work areas is essential. This role is pivotal in supporting a variety of projects, including training initiatives, business improvements, change management, and partner support, among others. The successful candidate will demonstrate the ability to navigate ambiguity, engage in cross-functional collaboration, take the initiative, and exhibit a profound passion for the field of hospitality.

A Typical Day: 

• Collaborate and meet documented deadlines within projects and a variety of focus areas - answering questions, providing feedback and aligning on the best approach. Communicate and liaise with HTCX Leadership, Product, Training, Quality, Policy, and other relevant teams as necessary.
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in HotelTonight and any changes to workflows, processes, or policies. 
• Offer consultation on specific cases, workflows, and processes to senior management both within and outside of HotelTonight. Be mindful of how decisions impact broader objectives and targets.
• Stay attuned to opportunities for improvement and business impacts, and share your findings with applicable cross-functional teams.
• Compile monthly reports that support internal and cross functional improvements in areas assigned at the direction of leadership; maintaining high levels of confidentiality while performing investigations.  
• Additional duties as assigned.  

Your Expertise:

• 5+ years of experience providing customer support
• Strong analytical skills, able to compile reports and analyze data.
• Minimum rating of “Meets Expectations” at previous Performance Review
• Calm and empathetic - you are able to adapt to any situation while remaining level headed in tough situations.
• Able to handle sensitive cases by making difficult decisions and thinking out of the box while being mindful of overall impacts on the brand.
• Ability to multitask, organize, and work with frequently changing priorities.
• Ability to learn and adapt to new technologies.
• Innovative and passionate about continued process improvement

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.