Senior Specialist, Escalations

📋 Description

• Interact with customers via live chat, social, messaging, and phone.
• End-to-end management of complex cases per workflows and guidelines.
• Recognize case type/severity and escalate to other teams.
• Guide to resolution in cases needing higher judgment or nonstandard flow.
• De-escalate situations and assess best resolution considering user behavior.
• Collaborate cross-functional to resolve issues and explain complex info.

🎯 Requirements

• 4+ years in customer service, mediation, or contact-center roles.
• Hospitality exp a plus; prefer experience with phone, messaging, or live chat.
• Experience collaborating with internal or third-party partners to resolve conflicts.
• Available to work weekends/holidays and shift changes.
• Excellent interpersonal and written/spoken communication.
• Organize high-volume work, multitask, and follow schedules.

🎁 Benefits

• Remote work within APAC region with global team exposure.
• Opportunity to grow within Airbnb’s Community Support org.
• Dynamic, inclusive, and fast-paced work environment.