Interact with Airbnb customers through livechat, social platforms, messaging, and phone.
Own end-to-end resolution of assigned cases per workflows and guidelines.
Demonstrate ownership and good judgment; adapt workflows with approval.
Be receptive to feedback from Management and Quality to improve performance.
Engage with senior stakeholders and collaborate cross-functionally.
Provide personalized, high-quality support to guests and hosts.

🎯 Requirements

3+ years in multicultural customer service; hospitality experience preferred.
Experience with phone, live chat, messaging to engage users.
Experience engaging with executive-level stakeholders to resolve conflicts.
Ability to work weekends and public holidays; schedule may change.
Strong verbal and written communication, active listening, and empathy.
English and Japanese fluency; Mac OS, Google Suite, and CRM familiarity.

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