Tech Stack

Description

In this role, you will provide end-to-end support to key community members, including the Luxury segment, handling complex cases and ensuring complete resolution. You will interact with customers and internal stakeholders, requiring strong autonomy and decision-making to find the best solutions for all parties involved.

Requirements

• 5+ years of relevant experience in multicultural customer service teams, preferably in hospitality
• Experience with high-profile and influential clientele preferred
• Prior experience using phone, messaging, or live chat for user interaction
• Experience engaging with executive-level stakeholders
• Ability to work weekends, public holidays, and early morning/evening shifts
• World-class interpersonal and communication skills, including conflict resolution
• Active listening skills and empathy
• Excellent organizational skills including prioritization and multitasking
• Ability to thrive in an ambiguous, fast-paced environment
• Advanced computer skills including Apple/Mac OS, Google Suite, and CRM systems
• Language proficiency in English and German, spoken and written

Responsibilities

• Provide end-to-end support to key community members, including the Luxury segment
• Handle complex cases including severe and urgent issues
• Interact with customers through all current and future channels
• Take ownership of all assigned cases until full resolution
• Become an SME in Airbnb policies and procedures
• Negotiate and mediate between Host and Guest on high-stake reservations
• Manage highly sensitive cases cross-functionally with Legal, Policy, etc.
• Operate autonomously, making decisions to follow or go outside workflows
• Drive cases to conclusion with urgency and error-free judgment
• Provide insights and continuous improvement opportunities to management
• Support onboarding of new employees and help drive changes
• Be on-call for emergency situations on evenings and weekends