Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Difference You Will Make:
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Specialist, CS Labs. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Singapore.
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. 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.
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 ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
A Typical Day:
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.
Customer case management:
- 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
Participation in improving Airbnb services and products:
- 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.
Support of team improvement: Leverage your functional operational knowledge to proactively support the team success
- 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.
Your Expertise:
Your background & experience
- 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 and Mandarin language proficiency both written and verbal
- 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
Operational Excellence
- 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.
Communication
- 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.
Self & Interpersonal
- 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
Leadership:
- 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
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.