Airbnb CS Labs Support Ambassador 

Canada 

655413449

A Typical Day:

• Interacts with Airbnb users by providing world-class customer service via multiple support channels.
• Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments.
• Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
• Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience.
• Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
• Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.
• Might be tasked with moderately challenging assignments with limited supervision.
• Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.

Your Expertise:

• Fast learning and passionate about Community Support
• At least 3+ years of experience in customer service
• English language proficiency both written and verbal, other languages are a plus
• Ability to demonstrate empathy
• Availability for a schedule of 40 hours a week, one that could span weekends and public holidays. Shifts may include evening or early morning hours.

Operational Excellence:

• Proficient in technical and professional skills required for the role
• Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes.
• Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals.

Communications:

• Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding.
• Has effective cross-cultural communication skills.
• Shares regular feedback with stakeholders.

Self & Interpersonal:

• Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently.
• Embraces challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support.
• Prioritizes team objectives over individual aspirations.
• Excellent time-management, negotiation and conflict-resolution skills.

Leadership:

• Understands the relationship between key drivers and decision-making impact on function objectives.
• Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values.
• ​​Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.