Specialist, CS Labs (Portuguese / German)

📋 Description

• Interact with Airbnb customers and community members through all current and future channels, including livechat, social platforms, messaging, and phone.
• Take end-to-end ownership of assigned cases: ensure complete resolution or settlement based on workflows and escalate when appropriate.
• Demonstrate ownership mentality and good judgment; adapt or deviate from workflow only with management approval.
• Be receptive to feedback from Management and Quality; quickly adopt behaviors to improve quality.
• Understand multiple perspectives and evaluate multiple options for addressing problems.
• Collaborate cross-functionally with senior stakeholders and management to improve services and initiatives.

🎯 Requirements

• 3+ years of multicultural customer service experience handling customer/host contacts.
• Fast learner and passionate about Community Support.
• English and Portuguese / German language proficiency both written and verbal.
• Ability to demonstrate empathy.
• Experience engaging with stakeholders to resolve conflicts and explain complex ideas clearly.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems; ability to quickly learn new tools.
• Ability to multitask and adapt to new tasks; willingness to work weekends/holidays and variable hours.

🎁 Benefits

• Airbnb Core Values and Belonging Behaviors.
• Commitment to Inclusion and Belonging.
• Diversity of ideas fosters innovation and engagement.
• All qualified individuals are encouraged to apply.