Team Specialist, Premium Support

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 Difference You Will Make
The CS Team Specialist supports one or more internal CS services. This is a full time position based in the West Coast of Canada, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers.

Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services. This is a full time position based in Canada and requires fluency in English, written and spoken.

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.

A Typical Day
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.

Enable the 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 elevate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests

Manage slack/zoom consultations and act as floor support for team

Set up a well-oiled operational environment

Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work

Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues

Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons

Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices

Collaborate with cross-functional partners and stakeholders

Summarize and elevate issues to high level stakeholders when appropriate

Step in as a consultative escalation point for other Delivery teams handling complex cases

Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery

Provide recommendations and insights on service performance

Report out on ambassador, team, and service performance trends to Delivery leadership

Provide insights & recommendations for how to improve service delivery

Close the loop with Training for areas where all Ambassadors need improvement

Act as support for Delivery leadership as requested

Document ways of working, best practices, and the norms for your service(s)

Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)

Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes

Sit on a hiring panels and support upskilling and onboarding of new teammates

Help drive internal Delivery improvement initiatives as assigned by your manager

Your Expertise
Your background & experience

A minimum of 3 years of experience working on operations teams, completing…