Senior Specialist, Escalations

📋 Description

• Interact with Airbnb customers and community via livechat, messaging, phone, and social platforms
• End-to-end management of complex cases per workflows and guidelines
• Identify case type/severity and escalate accurately to other teams
• Guide resolutions needing greater judgment or non-standard workflows
• De-escalate situations and assess best resolution considering user communications
• Collaborate cross-functionally within CS and outside to resolve issues

🎯 Requirements

• 4+ years in customer service, mediation, or contact center roles
• Hospitality experience plus using phone, messaging, or live chat
• Experience collaborating with internal stakeholders or third parties to resolve conflicts
• Ability to work weekends/holidays and variable shifts
• Excellent communication, conflict resolution, multitasking, and prioritization
• Proactive, adaptable, and willing to move to new teams and roles

🎁 Benefits

• Our Commitment To Inclusion: all qualified individuals are encouraged to apply
• Inclusive, diverse culture across Community Support
• Opportunities to innovate, grow, and drive service improvements