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About Airbnb
Airbnb is a global travel community that enables people to list, discover, and book unique accommodations around the world. We value belonging, diverse perspectives, and creating safe, positive experiences for our hosts and guests.
Regulatory Response Specialist - German Speaking (Customer Escalations)
We are seeking a Regulatory Response Specialist who will handle German-speaking customer escalations with a focus on regulatory and compliance topics. This is a remote role within Europe.
Responsibilities
- Manage and respond to German-speaking customer escalations related to regulatory and compliance issues.
- Investigate incidents, gather evidence, and document outcomes in our case management system.
- Collaborate with Legal, Policy, Safety, and Trust teams to resolve complex escalations.
- Maintain and improve knowledge bases, standard responses, and escalation playbooks for regulatory topics.
- Ensure adherence to GDPR and other data protection regulations; protect user data.
- Communicate clearly with customers in German and English; provide timely updates.
- Identify recurring regulatory themes and contribute to policy improvements and process enhancements.
Qualifications
- Fluency in German (written and spoken) and English.
- Experience in customer support, escalations, or regulatory/compliance roles.
- Familiarity with privacy, data protection (e.g., GDPR) and platform policies is a plus.
- Strong written and verbal communication, empathy, and problem-solving skills.
- Ability to work independently and in cross-functional teams; strong organizational skills.
- Experience with case management tools or incident tracking is a plus.
Benefits
- Competitive salary and benefits
- Flexible remote work in Europe
- Health insurance and wellbeing programs
- Generous parental leave and retirement contributions
- Employee stock purchase plans or equity where applicable
Application
To apply, please submit your application through the Airbnb Careers portal using the link below. Include your resume and a cover letter in English.
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