Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 CS Team Specialist supports one or more internal CS services. This is a full time position based in Ireland, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services.
ResponsibilitiesEnable the successful resolution of core customer-facing work Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).Act as Delivery's first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requestsManage slack/zoom consultations and act as floor support for teamSet up a well-oiled operational environment Ensure the teams' work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to workEnsure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issuesBe accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasonsThink critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practicesCollaborate with cross-functional partners and stakeholders Summarise and escalate issues to high level stakeholders when appropriateStep in as a consultative escalation point for other Delivery teams handling complex casesMaintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within DeliveryProvide recommendations and insights on service performance Report out on ambassador, team, and service performance trends to Delivery leadershipProvide insights & recommendations for how to improve service deliveryClose the loop with Training for areas where all Ambassadors need improvementAct as support for Delivery leadership as requested Document ways of working, best practices, and the norms for your service(s) Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)Support continuous improvement activities by acting as a SME/POC for projects, launches, or changesSit on a hiring panels and support upskilling and onboarding of new teammatesHelp drive internal Delivery improvement initiatives as assigned by your managerQualificationsA minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projectsExperience managing high severity/sensitivity cases and decision-making authority for losses.Experience in coordinating operational teams, documenting ways of working and handling IT issuesHospitality experience is a plus, comfort with communicating with customers is a mustKnowledge of google sheets, SQL, and Salesforce is a plusLanguage proficiency in English, and any other languages required by the business. Other languages are a plusBachelor's Degree, or equivalent work experienceAbility to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materialsAbility to work weekend days, holidays, and on-call requiredYou are a team player and can work seamlessly with peers & colleagues as part of a global teamExcellent interpersonal and communication skills, both written and spoken, to customers and teammates/partnersExtremely organised, you are able to multitask and prioritise competing work streamsCalm and empathetic with an ability to remain level headed in tough situationsOwnership mentality with ability to drive work forward even in ambiguous situationsAbility to understand, report & explain data & performance results Ability to collect feedback & translate ambassadors needs toward process improvements or product feature enhancementsDetailed understanding of customer service operations and processesQuick learner and curious mindset towards other teams & services 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.
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