Risk & Quality Senior Associate

4 weeks ago

Montreal, Canada airbnb, Inc. Full time
p>Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Community You Will Join:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Premium Support Senior Associate. This is a full-time position based in Montréal, Canada.

The Difference You Will Make:

The Premium Support Senior Associate functions on the front line interacting directly with both customers & internal stakeholders. As a Premium Support Senior Associate, you will be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. p>

Premium Support Senior Associates need strong communication skills, problem-solving abilities, and customer service expertise. strong> Provide the highest level of service to our community in each and every case

  • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
  • Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
  • Become a subject matter expert in Airbnb policies and procedures
  • Operate with little to no support from your leadership
  • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
  • Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
  • Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
  • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
  • Ability to multitask and handle multiple issues at the same time with efficiency and speed
  • Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
  • Personalize communications to users, demonstrating the highest hospitality standards
Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success
  • Provide insights about community experience and continuous improvement opportunities to your Management
  • Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
  • May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc. You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
    • Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt
    • You are on-call to handle emergency situations in the evenings & weekends
    • Inspire a culture where quality is a core principle.

Your Expertise:

  • 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred)
  • Hospitality experience is a plus, in particular working for technology platforms
  • Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
  • Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
  • Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
  • Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
  • Empathy and patience in dealing with customers, especially in high-pressure situations
  • Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
  • Passion for delivering exceptional customer service and setting a high bar
  • Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
  • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
  • Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
  • Language proficiency in English, other languages are a plus

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. p>

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. p>

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.p>

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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