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Escalations Coordinator -Customer Support
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Escalations Coordinator -Customer Support
12 Months Contract
SFO/Remote
The Market Coordinator plays a pivotal role in supporting Airbnb s Field Team by managing high value Host-related inquiries and escalations. 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.
Key Responsibilities
- Serve as an additional Host-facing support for the Market Management 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
Required Skills and Qualifications
- 4+ years as a Customer Support Representative or Account Management
- 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)
Preferred Attributes
- Previous experience in hospitality, customer service, or a related field.
- Strong attention to detail and organizational skills.
Role Goals
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Escalations Coordinator -Customer Support
12 Months Contract
SFO/Remote
The Market Coordinator plays a pivotal role in supporting Airbnb s Field Team by managing high value Host-related inquiries and escalations. 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.
Key Responsibilities
- Serve as an additional Host-facing support for the Market Management 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
Required Skills and Qualifications
- 4+ years as a Customer Support Representative or Account Management
- 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)
Preferred Attributes
- Previous experience in hospitality, customer service, or a related field.
- Strong attention to detail and organizational skills.
Role Goals
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job