Specialist, CS Labs; Italian

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.

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.

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.

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.

• 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

• 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.