Specialist of CS Labs, Airbnb
Italian Speaker
CA$53k
More information about location
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
CA$53k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service
- Specialist, CS Labs needs strong communication skills, problem-solving abilities, and customer service expertise
- 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
- The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs
- 3+ years of relevant experience in multicultural customer service teams, in a role making calls and handling customer/client contacts
- Fast learning and passionate about Community Support
- English language proficiency both written and verbal, other languages are a plus
- Ability to demonstrate empathy
- Experience engaging with stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
- Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
- Ability to multi-task and adapt to new tasks and responsibilities as needed
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
- Proficient in technical and professional skills required for the role
- Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes
- Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
- Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding
- Active listening skills to understand guest needs and provide personalized recommendations and assistance
- Empathy and patience in dealing with customers, especially in high-pressure situations
- Good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
- Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently
- Embraces flexibility, challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support
- Prioritizes team objectives over individual aspirations
- Passion for delivering exceptional customer service and setting a high bar
- Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
- Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
- Understands the relationship between key drivers and decision-making impact on function objectives
- Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values
- Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
What the job involves
- We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Specialist, CS Labs
- The Specialist, CS Labs functions on the front line interacting directly with both customers & internal stakeholders
- As a Specialist, CS Labs, you will be responsible for providing end-to-end support to our community while partnering with Airbnb cross-functional teams to iterate on, improve, and scale new customer-service initiatives to our global Airbnb user community
- You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way
- 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
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
- Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines and escalating accurately to other teams when appropriate
- Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
- Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
- Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
- Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
- Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments
- Contributes to the development of Airbnb’s machine learning models by accurately annotating, labeling, and evaluating various types of data according to project guidelines and specifications
- Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies
- Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience
- Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences
- Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience
- Provide insights about community experience and continuous improvement opportunities to your Management
- Shares ideas to improve processes and ways of working
- Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
- Might be tasked with moderately challenging assignments with limited supervision
- Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed
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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