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 Community You Will Join:
We are hiring a full time Specialist, CS Labs to deliver high quality, end to end support to the Airbnb community while working closely with internal teams to test, improve, and scale new customer support initiatives across global markets.
- Act as a front line specialist managing complex cases from intake to resolution, building trust with guests and hosts through clear communication, sound judgment, and a consistently high service standard
- Partner with product, operations, and other internal stakeholders to provide feedback, iterate on pilots, and help scale new customer service programs that improve community outcomes
- Operate effectively in a fast paced, evolving environment, demonstrating flexibility to shift teams or responsibilities as business needs change, while maintaining professionalism, confidentiality, and resilience under pressure
The Difference You Will Make:
- Engage directly with the Airbnb community across live chat, phone, messaging, social platforms, and emerging channels, delivering consistent, high quality support.
- Own customer cases end to end, driving them to clear resolution using established workflows while escalating accurately when needed.
- Apply sound judgment with an ownership mindset, thoughtfully challenging or adapting workflows when required, with management alignment.
- Actively absorb feedback from Management and Quality partners, translating it into rapid improvements in service quality and consistency.
- Evaluate situations from multiple perspectives, presenting clear options and trade-offs to resolve complex customer problems.
- Collaborate more deeply with senior stakeholders and cross functional partners as trust and scope expand.
- Bring strong product and subject matter expertise to team projects, operating confidently across assignments and pilots.
- Contribute to machine learning initiatives through precise data annotation, labeling, and evaluation aligned to project guidelines.
- Test new products, workflows, and service strategies, sharing iterative insights that influence design and execution.
- Surface actionable feedback through CS collaboration to improve both the ambassador experience and the broader community experience.
- Strengthen CS Labs outcomes through high quality individual contributions while supporting shared team goals and delivery standards.
- Proactively support team improvement by sharing insights, improving processes, taking on evolving responsibilities, and modeling Airbnb core values and Diversity and Belonging behaviors.
A Typical Day:
- Deliver high quality customer support by applying strong technical skills, empathy, and sound judgment while managing a high volume of cases across channels.
- Listen actively to guests and hosts, communicate clearly, and resolve issues thoughtfully, staying composed and patient in high pressure situations.
- Plan and prioritize work effectively, tracking goals, seeking feedback, and adapting quickly to changing responsibilities or team needs.
- Collaborate with teammates and stakeholders, sharing knowledge, respecting diverse perspectives, and putting team outcomes ahead of individual priorities.
- Operate with a leadership mindset by acting decisively, improving how work gets done, and consistently living Airbnb’s core values in a fast paced, evolving environment.
Your Expertise:
- 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
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.