Premium Support Team Specialist, Airbnb
Spanish Speaker
CA$67-79k
More information about location
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
CA$67-79k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services
- The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs
- A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects
- Experience managing high severity/sensitivity cases and decision-making authority for losses
- Experience in coordinating operational teams, documenting ways of working and handling IT issues
- Hospitality experience is a plus, comfort with communicating with customers is a must
- Knowledge of google sheets, SQL, and Salesforce is a plus
- Language proficiency in English and Spanish, and any other languages required by the business. Other languages are a plus
- Bachelor’s Degree, or equivalent work experience
- Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
- You are a team player and can work seamlessly with peers & colleagues as part of a global team
- Excellent interpersonal and communication skills, both written and spoken, to customers and teammates/partners
- Extremely organized, you are able to multitask and prioritize competing workstreams
- Calm and empathetic with an ability to remain level headed in tough situations
- Ownership mentality with ability to drive work forward even in ambiguous situations
- Ability to understand, report & explain data & performance results
- Ability to collect feedback & translate ambassadors needs toward process improvements or product feature enhancements
- Detailed understanding of customer service operations and processes
- Quick learner and curious mindset towards other teams & services
- 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
What the job involves
- The CS Team Specialist supports one or more internal CS services
- The CS Delivery Team Specialist is an operational expert and a specialist in case handling
- The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers
- 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
- Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s)
- Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests
- Set up a well-oiled operational environment
- Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
- Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues
- Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons
- Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices
- Summarize and escalate issues to high level stakeholders when appropriate
- Step in as a consultative escalation point for other Delivery teams handling complex cases
- Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery
- Report out on ambassador, team, and service performance trends to Delivery leadership
- Provide insights & recommendations for how to improve service delivery
- Close the loop with Training for areas where all Ambassadors need improvement
- Document ways of working, best practices, and the norms for your service(s)
- Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)
- Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes
- Sit on a hiring panels and support upskilling and onboarding of new teammates
- Help drive internal Delivery improvement initiatives as assigned by your manager
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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