Specialist, Premium Support

Specialist, Safety

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.   The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment,  and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.  This is a full time position based in Canada - Remote. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.        As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.         A Typical Day:  The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community  * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone * End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines  * Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate * Takes on casework at a degree of severity/complexity under close supervision * Ability to recognize & assess threatening & risky behaviors * Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation * Able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders with help from management Combining efficiency with quality:  * Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution Participating in the Safety Service improvement:  Leverage your functional operational knowledge to support the team succeed * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners * Displays openness and approachability when resolving issues * Understands key drivers of your role and how they relate to one another YOUR BACKGROUND & EXPERIENCE * 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts * Hospitality experience is a plus, in particular working for technology platforms. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs * Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials YOUR SKILLS & EXPERTISE * Very good interpersonal and communication skills, both written and spoken, including conflict resolution. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time * Basic computer literacy, including Apple/Mac OS and Google Suite * Language proficiency in English, other languages are a plus * Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders * Ability to adapt to new tasks and responsibilities as needed.  * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.  * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Your Location:  This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from. Our Commitment To Inclusion & Belonging:  Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.                                                                                                                                                                                                                                                                                                           We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.  This role is newly created and does not replace or backfill an existing position.   How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $63,000—$63,000 CAD

Spécialiste, Sécurité

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Airbnb a pris le jour en 2007 lorsque deux Hôtes ont accueilli trois invités dans leur maison de San Francisco, et compte depuis lors plus de 4 millions d'Hôtes qui ont accueilli plus d'un milliard d'invités dans presque tous les pays du monde. Chaque jour, les Hôtes proposent des séjours et des expériences uniques qui permettent aux invités de se connecter de manière plus authentique aux communautés. La différence que vous ferez : On est à la recherche d'une personne talentueuse et expérimentée qui s'occupera de diverses préoccupations liées à la sécurité pour notre communauté, y compris les suivantes, mais sans s'y limiter : la discrimination, les menaces à la sécurité personnelle, la violence conjugale, le suicide ou l'automutilation, l'exploitation d'enfants, les agressions physiques et sexuelles, les activités liées à la drogue, le travail sexuel et la traite de personnes.   Le ou la candidat·e retenu·e comprendra très bien comment identifier correctement des situations menaçantes et préjudiciables, communiquera avec empathie, fera preuve de discernement, prendra des décisions rapidement, aura comme objectif d'offrir le meilleur soutien possible aux personnes survivantes et permettra leur rétablissement.  Il s'agit d'un poste à temps plein situé ici : Canada. Ce poste est un rôle de première ligne dans un centre d'appels où il y a des interactions directes avec les clients. Les candidats retenus ont besoin d'excellentes compétences en communication, d'une aptitude à la résolution de problèmes et d'une expertise en service à la clientèle. Ils doivent être en mesure de s'adapter et de réagir dans un environnement dynamique, parfois sous pression, tout en restant flexibles, proactifs, débrouillards, efficaces, très professionnels et respectueux de la confidentialité.        Dans le cadre de ce poste, vous devez être flexible et accepter de changer d'équipe au sein du soutien à la communauté, ou encore d'assumer des responsabilités différentes de celles énoncées ci-dessous. La personne idéale est ouverte à l'évolution de ses fonctions en fonction des besoins de l'entreprise et elle restera flexible pour répondre à ces besoins.      Une journée typique :  Les responsabilités énumérées ci-dessous ne sont pas exhaustives. Compte tenu de la nature dynamique de ce travail, les responsabilités énoncées ci-dessous peuvent changer et des tâches supplémentaires peuvent être attribuées au besoin. Gestion de dossiers complexes : vous avez « perfectionné l'essentiel » de votre rôle, qui consiste à fournir le plus haut niveau de service à notre communauté.  * Interagir avec les clients d'Airbnb et les membres de la communauté en utilisant tous les canaux actuels et futurs, qu'il s'agisse des outils Airbnb ou d'outils externes, dont le clavardage, les réseaux sociaux, la messagerie et le téléphone. * Gérer de bout en bout des dossiers complexes dans le but de régler les problèmes des clients en suivant la méthodologie de travail et les directives.  * Reconnaître le type et la gravité des dossiers et bien les traiter en fonction du champ d'application du service et en faisant appel à d'autres équipes, le cas échéant. * Prendre en charge des dossiers d'un certain degré de gravité ou de complexité sous étroite supervision. * Être capable de reconnaître et d'évaluer les comportements menaçants et risqués. * Faire preuve de responsabilité et de discernement, ainsi qu'avoir la capacité de remettre en question la méthodologie de travail et de s'en écarter au besoin (uniquement avec l'approbation de la direction). * Faire montre d'une excellente ouverture aux commentaires de la direction, des équipes de qualité et du personnel clinique, et adopter rapidement des comportements pour améliorer la qualité de son travail.  * Comprendre plusieurs points de vue sur un sujet ou une situation. * Être en mesure d'évaluer et de présenter plusieurs options pour régler un problème. * Être appelé·e, avec l'aide de la direction, à possiblement interagir avec les principales parties prenantes. Conjuguer efficacité et qualité :  * A démontré sa capacité à gérer un plus grand nombre de dossiers sans nuire à la qualité de l'interaction et de la résolution. Participation à l'amélioration du service de sécurité : tirer parti de ses connaissances opérationnelles fonctionnelles pour soutenir la réussite de l'équipe. * Aider à documenter les méthodes de travail, les meilleures pratiques et les normes pour son ou ses services, comme demandé par la direction. * Fournir une expertise et des conseils techniques ou fonctionnels aux membres moins expérimentés de l'équipe. Communication avec les parties prenantes : commencer à découvrir le réseau avec d'autres équipes de prestation et des partenaires fonctionnels clés. * Faire preuve d'ouverture et se montrer accessible lors de la résolution de problèmes. * Comprendre les facteurs clés de son poste et comment ils sont interreliés. Votre expertise : PARCOURS ET EXPÉRIENCE * Avoir plus de trois ans d'expérience pertinente dans le service à la clientèle, la médiation, les services d'urgence, les opérations de Confiance et sécurité, ou encore avoir occupé des fonctions similaires dans un centre d'appels à passer des appels et à s'occuper des contacts clients. * Avoir de l'expérience dans le domaine de l'hospitalité est un atout, en particulier le travail sur des plateformes technologiques. * Être apte à travailler pendant la fin de semaine et les jours fériés, ainsi que tôt le matin et le soir. L'horaire peut changer pour répondre aux besoins de l'entreprise. * Être apte à travailler dans un environnement sous haute pression en interagissant avec des images, des conversations et d'autres contenus sensibles, confidentiels et possiblement traumatisants. COMPÉTENCES ET EXPERTISE * Avoir de l'entregent et de très bonnes compétences à communiquer à l'écrit comme à l'oral, y compris pour résoudre les conflits. * Être capable d'organiser un volume de travail élevé, d'effectuer plusieurs tâches à la fois et d'établir les priorités tout en travaillant dans le respect des horaires, y compris les pauses, les pauses-repas et le temps de formation. * Avoir des connaissances de base en informatique, y compris Apple/Mac OS et Google Suite. * Maîtriser l'anglais. Connaître d'autres langues est un atout. * Être en mesure de bien évaluer les risques, de comprendre le degré d'urgence, de faire preuve de discernement dans des situations risquées et de communiquer les informations les plus pertinentes aux parties prenantes. * Être capable de s'adapter à de nouvelles tâches et responsabilités au besoin.  * Faire montre d'une attitude proactive pour relever de nouveaux défis et s'adapter à l'évolution des priorités et des environnements.  * Être apte à s'adapter à l'évolution des fonctions et des tâches avec ouverture et flexibilité, ainsi qu'à s'intégrer à une nouvelle équipe. Votre emplacement : En raison de la nature de ce poste, le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l’Ontario, le Québec, l’Alberta ou le Saskatchewan. Cette liste est continuellement mise à jour, veuillez vérifier avec nous si les provinces dans lesquelles vous vivez figurent sur la liste. Si votre poste est employé par une autre entité Airbnb, votre recruteur vous informera des provinces dans lesquelles vous êtes éligible pour travailler. Notre engagement envers l’inclusion et l’appartenance : Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler. Nous nous efforçons également de proposer un processus de candidature et d'entretien inclusif pour les personnes handicapées. Si vous êtes un candidat handicapé et avez besoin d'aménagements raisonnables pour soumettre une candidature, veuillez nous contacter à l'adresse : raisonnableaccommodations@airbnb.com. Veuillez inclure votre nom complet, le poste pour lequel vous postulez et les aménagements nécessaires pour vous aider dans le processus de recrutement.  Nous vous demandons de nous contacter uniquement si vous êtes un candidat dont le handicap vous empêche de remplir notre candidature en ligne. ____________________________________________________________________________________________________________________________________________________ Nous utilisons des outils automatisés pour aider notre équipe de recrutement à examiner efficacement un grand nombre de candidatures. Toutes les décisions finales d’embauche sont prises par une personne humaine. Ce rôle est nouvellement créé et ne remplace ni ne vient combler un poste existant. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $63,000—$63,000 CAD

Specialist, Premium Support (French/English)

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. * This is a remote role based in Ireland. Candidates must have the right to work in Ireland by the start date. Relocation support is available for candidates moving from other countries. * You must be fluent in both English and French as you will be supporting cases in both languages, with advanced proficiency in spoken and written communication in both languages. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French, spoken and written. This is a full time position based in Ireland.  The Difference You Will Make: The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. A Typical Day:  The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Provide the highest level of service to our community in each and every case * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone * Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate * Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention * Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution * Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances * Personalize communications to users, demonstrating the highest hospitality standards Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success * Provide insights about community experience and continuous improvement opportunities to your Management * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. * Shares ideas to improve processes and ways of working * Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work. Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results * Displays flexibility, openness and approachability when resolving issues * Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics * You are on-call to handle emergency situations in the evenings & weekends Your Expertise: * 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts * Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.   * Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs. * Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. * Active listening skills to understand guest needs and provide personalized recommendations and assistance. * Empathy and patience in dealing with customers, especially in high-pressure situations. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. * Passion for delivering exceptional customer service and setting a high bar. * Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. * Ability to adapt to new tasks and responsibilities as needed. * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. * Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. * Language proficiency in English and French (you will be supporting cases in both languages), written and spoken, other languages are a plus. Your Location: Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.   #ind How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Ireland Annual Pay Range €45.000—€45.000 EUR