Senior Specialist, Escalations

📋 Description

• Complex case management: deliver high-quality service on each case.
• Interact with Airbnb customers via live chat, social platforms, messaging, and phone.
• End-to-end management of complex cases per workflows and guidelines.
• Recognize case type/severity and escalate appropriately to other teams.
• Guide resolutions in cases needing greater judgment or workflow deviations.
• Collaborate cross-functionally within CS and beyond to resolve issues.

🎯 Requirements

• 4+ years in customer service or similar roles.
• Hospitality experience is a plus; familiarity with phone/live chat.
• Strong communication, conflict resolution, and empathy.
• Able to multitask, organize high-volume work, meet schedules.
• Experience collaborating with internal stakeholders to resolve conflicts.
• Calm, empathetic; adapt to tough situations; customer-facing.

🎁 Benefits

• Inclusive culture; all qualified individuals encouraged to apply.
• Opportunities to collaborate cross-functionally across teams.
• Flexible assignments and evolving roles to meet business needs.