Senior Escalations Associate

Summary

Join Airbnb's Customer Service team as a Senior Associate, supporting internal services like Executive Escalations, Social Media, Payments, and Regulatory Response. This full-time, remote-eligible position requires managing complex customer cases, interacting with customers and stakeholders across various channels, and resolving issues efficiently and effectively. You will collaborate cross-functionally, guide teammates, and provide insights for service improvement. The role demands strong communication, problem-solving, and conflict-resolution skills, along with experience in a contact center environment. A successful candidate will be adaptable, resourceful, and able to handle high-volume, high-complexity cases while maintaining professionalism and confidentiality. This position offers a competitive salary and potential for bonus, equity, benefits, and Employee Travel Credits.

Requirements

• 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Excellent 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
• Be a strong advocate of high quality standards, innovation & hospitality with a business mindset
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders
• Calm and empathetic, you are able to adapt to any situation by personalizing responses and educating our community & team while remaining level headed in tough situations
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Strong problem solving and critical thinking skills; comfort with ambiguity
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus

Responsibilities

• 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 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
• Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow
• Operates with little support from your leadership on most casework tasks
• Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines”
• Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service)
• Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework
• Participating in your service’s improvement:  Leverage your functional operational knowledge to proactively support the team success
• Provides ongoing guidance to your teammates in improving the quality and efficiency of their work
• Provide insights about community experience and continuous improvement opportunities to your Management
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc
• Support management in conveying messages & driving outcomes in the rest of the team
• Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
• Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt

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

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits
• Pay Range$80,000 — $95,000 USD