Tech Stack

Description

You will join the CS Team in Ireland to support premium support operations, handling high-severity cases, managing queues, and providing consultative guidance to deliver exceptional customer experiences for Airbnb's global community.

Requirements

• Minimum 3 years experience on operations teams
• Experience managing high severity/sensitivity cases
• Experience coordinating operational teams
• Hospitality experience is a plus
• Knowledge of Google Sheets, SQL, and Salesforce is a plus
• Language proficiency in English and German
• Bachelor’s Degree or equivalent work experience
• Ability to work in high-pressure environment handling sensitive materials
• Ability to work weekend days, public holidays, and early morning/evening shifts
• Excellent interpersonal and communication skills
• Extremely organized, multitasking, and prioritization skills
• Calm and empathetic demeanor
• Ownership mentality and ability to drive work forward
• Ability to understand and explain data performance results
• Ability to collect feedback and translate into process improvements
• Detailed understanding of customer service operations
• Quick learner and curious mindset
• Adaptability to new tasks and responsibilities

Responsibilities

• Enable successful resolution of core customer-facing work
• 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 escalation support and handle high severity/sensitivity cases
• Manage slack/zoom consultations and act as floor support for team
• Set up a well-oiled operational environment by managing queues, triaging cases, and assigning ambassadors
• Maintain team schedule, ensure proper coverage, conduct real-time workforce management
• Collaborate with cross-functional partners and stakeholders
• Summarize and escalate issues to high level stakeholders when appropriate
• Maintain deep knowledge of policies and operations
• Provide recommendations and insights on service performance
• Support continuous improvement activities by acting as SME/POC for projects
• Sit on hiring panels and support upskilling and onboarding of new teammates
• Drive internal Delivery improvement initiatives