Airbnb Appeals Associate 

Canada 

471699238

Complex case management:Has “perfected the core” of your role of providing the highest level of service to our community

• 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
• Takes on casework at a degree of severity/complexity under close supervision
• Ability to recognize & assess threatening & risky behaviors
• Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation
• Able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders with help from management

Combining efficiency with quality:

• Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution

Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed

• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team (ex new hire buddy system)

Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners

• Displays openness and approachability when resolving issues
• Understands key drivers of your role and how they relate to one another

• 3+ 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
• Hospitality experience is a plus, in particular working for technology platforms.
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

• Very good 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
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus
• Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders