Job Title: Escalations Associate
Company: Airbnb
Location: Remote
Employment Type: Full-Time

About Airbnb:

Airbnb connects hosts and guests globally, creating unique stays and experiences. With over 4 million Hosts and more than 1 billion guest arrivals, Airbnb focuses on fostering genuine community connections.

Community You Will Join:

As part of the Executive Escalations team, you’ll handle high-profile community issues directed to the CEO and other executive members. This role requires a consultative approach, prioritizing user satisfaction while balancing community concerns and company reputation.

Key Responsibilities as Escalations Associate

• Manage and resolve executive-level escalations with high visibility and sensitivity.
• Own the resolution process for assigned cases, ensuring fair and satisfactory outcomes.
• Foster and maintain relationships with Airbnb users while providing exceptional service.
• Analyze trends and provide feedback to improve community support processes.
• Collaborate cross-functionally to resolve cases, ensuring user satisfaction.
• Handle sensitive cases and apply creative problem-solving to preserve Airbnb’s brand reputation.
• Maintain in-depth knowledge of company policies to provide accurate resolutions.
• Deliver NPS service recovery for detractors and prevent further escalations.

Key Skills: Escalations Associate

• Agility in Learning: Quickly adapt to new challenges and proactively seek improvements.
• Time Management: Prioritize effectively to meet deadlines and manage diverse tasks.
• Adaptability to Ambiguity: Thrive in changing environments and remain confident despite uncertainty.
• Initiative in Problem-Solving: Act without supervision to propose creative, logical solutions.
• Attention to Detail: Use active listening to assess user needs and ensure all details are captured.

A Typical Day:

• Handle confidential executive cases around the clock, ensuring quick resolution.
• Collaborate with cross-functional teams to resolve cases involving technical or policy complexities.
• Identify trends and insights from customer interactions to influence strategic decisions.
• Provide input on processes to ensure continued service improvements.

Qualifications: Escalations Associate

• Availability to work 40 hours per week, including weekends and varied shifts.
• Excellent time management, negotiation, and conflict resolution skills.
• Outstanding written and verbal communication abilities.
• Proven ability to handle sensitive issues with empathy and tact, while balancing brand impact.
• Demonstrated experience in high-stakes decision-making in dynamic environments.
• Must be trained in resolutions.

Commitment to Inclusion & Belonging:

Airbnb values diversity and inclusion and believes that innovative ideas stem from diverse perspectives. All qualified individuals are encouraged to apply.

Join Airbnb’s Executive Escalations team and be part of a company that values community and growth through meaningful user engagement!