Regulatory Response Associate

Summary

Join Airbnb's Regulatory Response Operations team and become a key player in shaping the future of the sharing economy. You will manage complex cases, ensuring compliance with Airbnb's policies and local regulations. This role demands strong communication, problem-solving, and analytical skills, along with experience in client resolutions or regulatory matters. You'll work closely with various teams, providing upward feedback and maintaining confidentiality. The position is remote-eligible in specific Canadian provinces, offering flexibility while contributing to a global impact. This role requires a commitment to diversity, valuing different perspectives and approaches to problem-solving.

Requirements

• 4 years experience in client resolutions/escalations or 2 years experience working with policy and/or regulatory matters
• Availability to work 40 hours a week. Schedule will include one weekend day with working hours between 8am to 9pm EST
• Strong verbal and written communication skills
• Experience in client-facing roles; comfortable making/taking customer calls
• Interest in legal/policy/consumer bodies issues and how they apply to Airbnb
• Excellent time management, negotiation and conflict resolution skills
• Comfortable with ambiguity
• Must be fluent in English, both spoken and written

Responsibilities

• Manage complex, sensitive, and/or urgent cases that might pose a significant risk to our brand or ability to operate in different countries, cities, and municipalities
• Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc)
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in compliance, policy, local regulations, consumer bodies, and brand risk topics
• Provide upward feedback, regarding the status of regulatory cases, communicating regularly with supervisors and managers
• Compile incident reports at the direction of leadership and maintain high levels of confidentiality while performing investigations
• Work closely with stakeholders to align on case strategy

Preferred Qualifications

• Degree in political science or experience with social work
• Strong analytical skills, able to compile reports and analyze data
• Spanish and/or Portuguese

Benefits

Remote work