Related skills
communication crm customer service stakeholder management hospitality_experience📋 Description
- Complex case management; provide high-level service for urgent cases.
- Take end-to-end ownership of all assigned cases; ensure final resolution.
- Become a subject matter expert in Airbnb policies and procedures.
- Explain complex information clearly; provide context and answer questions confidently.
- Negotiate and mediate between Host and Guest in high-stake, high-value reservations.
- Work autonomously, adapting to changing teams and responsibilities.
🎯 Requirements
- 5+ years in multicultural customer service; hospitality experience preferred.
- Experience handling calls, messaging, or live chat with users.
- Experience engaging with executives to resolve conflicts; explain ideas clearly.
- Available to work weekends, holidays, early mornings/evenings.
- Strong interpersonal and communication skills; conflict resolution.
- Proficiency with Apple/Mac OS, Google Suite, and CRM systems.
🎁 Benefits
- Remote role; based in Japan with flexible, evolving responsibilities.
- Opportunity to move across Community Support teams as needed.
- Work with cross-functional teams (Legal, Policy, other services).
- Inclusion and belonging commitment.
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