Market Coordinator, Airbnb
12 Month Fixed Term Contract
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 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
What the job involves
- 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
Our take
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.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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