Regulatory Response Specialist - German Speaking

Summary

Join Airbnb's Regulatory Response team as a German-speaking Regulatory Response Specialist! Based remotely in Ireland, you will bridge communication between guests, hosts, and internal teams to resolve complex issues. This full-time role demands excellent communication skills and 2+ years of customer service or escalation experience. You will manage complex cases, interact with customers across various channels, and ensure timely issue resolution. Adaptability and flexibility are crucial, as responsibilities may evolve based on business needs. The ideal candidate is proactive, solutions-focused, and thrives in a fast-paced environment.

Requirements

• 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre environment making calls and handling customer/client contacts
• Interest or prior experience in legal/policy/consumer bodies/regulatory issues
• Ability to work weekend days and public holidays, as well as early morning / evening shifts
• Good interpersonal and communication skills, both written and spoken, including conflict resolution
• Ability to organise your work, multitask, prioritise and organise tasks, and to work within prescribed schedules including breaks, lunches, and training time
• 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
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in German and English, other languages are a plus

Responsibilities

• Handle cases with complexities with the highest level of service
• 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
• Develop a deep understanding of complex workflows and follow them
• Understand how to summarise user issues and escalate to leadership as needed
• Manage multiple user cases at the same time while remaining efficient, professional and organized
• Recognise case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
• Adapt to your schedule & its potential modifications based on business needs
• Be a team player & support operational success as directed by your Management
• Demonstrate and share best practices with teammates to drive success at the global service level
• Participate in roundtable discussions for upcoming changes and launches

Preferred Qualifications

• 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