דרושים ב-Airbnb ב-Ireland, Dublin

We’re looking for awithand

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Handle cases with complexities with the highest level of service

• 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
• Develop a deep understanding of complex workflows and follow them
• Understand how to summarise user issues and escalate to leadership as needed

Combining efficiency with quality: Manage multiple user cases at the same time while remaining efficient, professional and organized

• Recognise case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
• Adapt to your schedule & its potential modifications based on business needs

Participating in your service’s improvement: Be a team player & support operational success as directed by your Management

• Demonstrate and share best practices with teammates to drive success at the global service level
• Participate in roundtable discussions for upcoming changes and launches

• 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre 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
• Interest or prior experience in legal/policy/consumer bodies/regulatory issues
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs but currently looking for Sunday - Thursday coverage.

• Good interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organise your work, multitask, prioritise and organise tasks, and to work within prescribed schedules including breaks, lunches, and training time
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in German and English, other languages are a plus

Offices: Dublin, Ireland

The Community you will join:

This role also plays a key part in, so you’ll need to be comfortable creating and presenting
executive summaries, reports, and data-driven storiesthat influence decision-making across the business.

You’ll be part of a global team, supporting high-priority projects such as product launches, escalations, or deep dives into Customer Support (CS) interactions. You’ll be expected to work independently, lead initiatives, and collaborate effectively across teams, functions, and time zones.

The difference you will make:

• Provide daily support for Quality programs.
• Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
• Execute QI and ad-hoc after-action reviews.
• Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
• Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies.
• Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
• Coach CS agents to achieve Quality program standards.
• Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.
• Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
• Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).
• Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
• Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.
• Recommend actions to improve based on QA dashboard outcomes.
• Up-skill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

A typical day:

• Pursuing Excellence ; setting the highest standards for the quality of work produced while holding yourself and others accountable
• Collaborative ; skilled working with cross-functional peers/teams
• Presenting and Influencing ; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organisation
• Coaching ; You objectively analyse performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
• 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.
• Managing Time Efficiently ; You prioritise correctly, focusing your efforts on the things that are most important. You stay organised to ensure successful multitasking.

Your Expertise:

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey
• Working knowledge of contact center end to end processes
• Working knowledge of customer service assessment tools, i.e., Net Promoter System
• Working knowledge of google suite, including sheets
• Experience leading, inspiring and motivating others to meet goals and metrics
• Passionate about setting a high bar of exceptional customer service
• Highly-developed analytical and critical-thinking skills
• Ability to spot trends in data and provide recommended actions to drive performance
• Excellent written and verbal communication skills
• Ability to obtain COPC certification
• Bachelor’s degree required
• Travel to partner sites expected up to 20%
• Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.
• Ability to create and deliver presentations to the organisation

Offices: Dublin, Ireland

A Typical Day:

• Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
• Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
• Define and drive routing prioritisation including hours of coverage, overflows and service level protection
• Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
• Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Your Expertise:

• Strong technical CS experience in large scale operations
• 3+ years experience in similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus.
• Bachelor's degree ideally in a business discipline
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
• Demonstrated interpersonal skills to interface well with operations and business partners at all levels
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organisation
• Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
• Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and driven, used to being in a fast-paced environment
• Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Offices: Dublin, Ireland

The Difference You will Make:

As a Programs and Business Operations Lead, you will work with the Country Manager, Mexico & Caribbean to develop and execute strategies to grow the success of the Airbnb Platform in your territory. You will also align the functions operating in your country behind common objectives and work with other teams in the organization on cross border projects. Your attention to detail, organization, ability to multitask, work on multiple priorities and work under pressure will all ensure you succeed.

A Typical Day:

• In the short term the role will consist in shaping the levers and approach that should be developed at country level to grow our communities
• The role will also be instrumental in aligning all the functions in order to achieve the objectives set up with the Country Manager
• The person will be the point of contact of many cross-functional teams in the country in order to get feedback and provide insights on key launches
• The person will be building the analysis and frameworks that will support the decisions taken in the country to achieve the goals

Your Expertise:

• 10+ years experience in consulting position, or project management in the hospitality or online Travel Agency (OTA) industry is preferred
• Experience working cross-functionally with product, marketing, sales operations and enablement teams
• Ability to take initiative and deal with uncertainties
• Strong appetite for working with the Airbnb community
• Ability to manage complex projects and multi-task with excellent organization skills
• Pays attention to both details and macro-level outcomes
• Seasoned internal and external communicator with strong interpersonal skills
• Ability to thrive in a fast-paced, dynamic and ever changing startup environment
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity
• Data driven, can do attitude, strategic thinker and passion for new products and solutions
• Comfortable with Excel, SQL
• Strong verbal and written communication skills

Offices: Mexico

The Difference You will Make:

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools.

A Typical Day:

• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
• Working with Safety lead to develop and enhance internal policies, processes and tools.
• Ensure metrics driven performance
• Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
• Maintaining high levels of confidentiality while performing investigations.

Your Expertise:

• 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
• Must be fluent in one of the following languages: French, Spanish, German, Italian, Mandarin and Portuguese
• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner.
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care.
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma
• University Degree and/or 3+ years relevant experience

Offices: Dublin, Ireland