Airbnb Regulatory Response Associate 

Canada 

262431870

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 summarize 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

• Recognize 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

Your Expertise:

• 2+ 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
• Interest or prior experience in legal/policy/consumer bodies/regulatory issues
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Good interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organize your work, multitask, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus