🛠 Tech Stack

💼 About This Role

You'll 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. You'll act as a frontline specialist managing complex cases and partnering with product and operations to iterate on pilots. This role offers the chance to shape global customer service programs and contribute to machine learning initiatives through data annotation.

🎯 What You'll Do

• Manage complex customer cases from intake to resolution across channels
• Partner with product and operations to test and iterate on new service programs
• Contribute to machine learning initiatives through precise data annotation
• Surface actionable feedback to improve community and ambassador experience

📋 Requirements

• 3+ years of experience in multicultural customer service
• Experience making calls and handling customer/client contacts
• English proficiency both written and verbal
• Ability to work weekend days, public holidays, and shift changes

✨ Nice to Have

• Additional languages
• Experience with CRM systems
• Familiarity with Apple/Mac OS and Google Suite

🎁 Benefits & Perks

• 💰 Competitive base pay inclusive of allowances
• 📈 Bonus or incentives eligibility
• 📊 Equity programs
• ✈️ Employee Travel Credits
• 🏥 Benefits package

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study or Role Play· 60 min