Market Coordinator, Airbnb

• 2+ years as a Customer Support Representative or Account Management
• Experience within the hospitality/travel industry experience (nice to have)
• Language skills required: fluent English & French
• Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills
• Exceptional written and verbal communication abilities
• Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment
• Proven ability to analyze and assess challenges with a track record of solving complex issues
• Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations
• Strong analytical skills that will enable you to support your peers, Lead and Market Managers
• Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)
• Strong attention to detail and organizational skills

• The Market Coordinator plays a pivotal role in supporting Airbnb’s Field Team and Key Accounts Team by managing high value Host-related inquiries and escalations in the FR-Benelux Region
• Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service
• You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team
• The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives
• This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb’s mission of creating an efficient, supportive, and proactive hosting environment
• Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
• Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
• Conduct in-depth research to address and resolve Host issues
• Triage and assign escalations tickets and and provide recommendations for efficient resolution
• Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
• Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
• Support In-Market events for your territory, when required
• Effective communication in the context of stakeholders management
• Proven track record of meeting or exceeding SLA response times

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit

Total funding: $3.8bn

When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.