Regulatory Response Specialist, Airbnb
German Speaker
€44k
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
€44k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- We’re looking for a fluent German speaker with excellent written and verbal communication skills and 2+ years’ customer service or escalation experience to join our Regulatory Response team
- You’re adaptable, proactive, and ready to join a supportive, high-performing team with clear growth opportunities
- The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs
- 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre 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
- Interest or prior experience in legal/policy/consumer bodies/regulatory issues
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs but currently looking for Sunday - Thursday coverage
- Good interpersonal and communication skills, both written and spoken, including conflict resolution
- Ability to organise your work, multitask, prioritise and organise tasks, and to work within prescribed schedules including breaks, lunches, and training time
- Ability to adapt to new tasks and responsibilities as needed
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
- Basic computer literacy, including Apple/Mac OS and Google Suite
- Language proficiency in German and English, other languages are a plus
What the job involves
- This full-time, remote role can be based anywhere in Ireland and involves being the bridge between guests, hosts, and internal teams to solve complex, high-impact cases in a fast-paced environment
- You’ll stay calm under pressure while delivering empathetic, solutions-focused support
- The Regulatory Response team works closely with our regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, uphold and support work of legitimisation agreements, and additional work that protects the brand’s compliance and legal standing with our external stakeholders
- The team takes point on enforcement of Airbnb’s Non-Discrimination Policy and our Data privacy work, along with managing issues regarding Ownership/Landlord disputes, and general issues related to the legality of home sharing in different markets
- As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below
- The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed
- You'll 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
- Develop a deep understanding of complex workflows and follow them
- Understand how to summarise user issues and escalate to leadership as needed
- Recognise case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
- Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
- Adapt to your schedule & its potential modifications based on business needs
- Demonstrate and share best practices with teammates to drive success at the global service level
- Participate in roundtable discussions for upcoming changes and launches
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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