Airbnb Escalations Senior Associate 

Canada 

296757959

The Community You Will Join:

The Airbnb CS Escalations Senior Associate supports one or more internal CS services (Executive Escalations, Social Media, Payments, Regulatory Response). This is a full time position based in specific provinces in Canada, either: British Colombia, Ontario, or Quebec.The Escalations Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. Escalations Senior Associates need strong communication skills, problem-solving abilities, and customer service expertise.

The Difference You Will Make:

They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

Complex case management: Handles the service’s most severe and urgent cases

• 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
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Manage cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Implement stakeholder recommendations and use good judgment in determining the appropriateness of recommendations based on each unique case
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with quality: Sets the gold standard for performance for the service

• Acts consistently impeccably in handling of customer-facing casework
• Drive cases to conclusion with a sense of urgency and without

Participating in the Service improvement: Leverages functional operational knowledge to lead the team succeed

• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• • Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
  • Sets clear expectations among stakeholders to build alignment
  • Build & nurture relationships outside of your team

Your Expertise:

• 5+ 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.
• Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Be a strong advocate of high quality standards, innovation & hospitality with a business mindset.
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
• Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly.
• Excellent problem solving and critical thinking skills; comfort with ambiguity
• Experience responding to crisis situations, and ability to provide proactive recommendations on the best course of action.
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus