The CS Labs team partners with Airbnb’s cross-functional teams to iterate on, improve, and scale new customer service initiatives to our growing global Airbnb user community.

Responsibilities

• Interact with Airbnb users in real time to provide world-class customer service for these community members via multiple support channels, including phone, email, and messaging. 
• Serve as a collaborative hub between multiple Airbnb departments and our external community members by participating in pilot programs, tool testing, back-end product experimentation, and supporting other lines of business. 
• While demonstrating composure and agility, share feedback and expertise in roundtable discussions and brainstorming sessions that will improve our products and services. Increase the efficiency and success of our frontline community and customer interactions, as well as Airbnb’s administrative and business operations support. CS Labs feedback is crucial to the success of many departments’ work on each project and therefore must be delivered in clear, consistent, and actionable ways.
• Through comprehensive understanding of how CS Labs integrates with other Airbnb departments and stakeholders, leverage your customer service skills and product knowledge to contribute critical insights over the development of new service strategies and businesses. 
• Identify specific product and technical issues, as well as conceptual questions regarding customer service excellence and the Airbnb user experience. Engage in collaborative discussions with various Airbnb departments to improve our products both internally and externally. 
• Demonstrate Airbnb Core Values and practice Belonging Behaviors, striving to improve where needed. When possible, confidently solve semi-routine problems without supervisory approval. Positively impact the efforts of CS Labs through the quality and accuracy of your own work, while helping your team to meet project goals and deliver a higher quality user experience.

Qualifications

• Operational Excellence 
• Proficiency in the technical and professional skills required for success in the role.
• Improves quality of work by proactively seeking feedback. 
• Performs tasks with moderate supervision. 
• Shows genuine care to help our community.  
• Understands the circumstances of our community and tries to find the best outcomes for everyone. 
• Displays reliability and responsiveness. Stays aligned to the Service Promise
• Communications
• Shows ability to write in a clear, concise and organized manner.  
• Shows respect for different opinions and perspectives without preconceived notions.  
• Ensures clarity and understanding by listening attentively, asking questions, and paraphrasing.  
• Communicates clear, relevant, and succinct information to the right people at the right time, in a way that reduces confusion and builds trust.  
• Presents effectively in a group setting.  
• Recognizes cultural differences in communication.
• Analytical
• Analyzes routine problems using quantitative and qualitative measures.  
• Provides solutions to routine problems based on existing processes.  
• Measure and manage workload effectively.  
• Offers evidence-based feedback.
• Self & Interpersonal
• Helps others, regardless of ownership or relationship.  
• Plans ahead for meetings, projects and discussions.  
• Seeks opportunities to learn and build new skills and expertise.  
• Shows openness to positive and constructive feedback.  
• Takes responsibility and learns from mistakes.  
• Makes effective and efficient use of time.  
• Stays objective in all situations.
• Leadership
• Deeply lives and works by the purpose of the organization.  
• Understand team Objectives and Key Results.  
• Stays motivated to be a top performer.  
• Displays a sense of urgency to achieve individual objectives.  
• Recognizes the role our culture plays in the choices we make.  
• Stays aligned to Airbnb’s Core Values.

Requirements

• Passionate about creating a world of belonging
• At least 2+ years of experience in customer service
• Excellent written and verbal communication
• Availability for a schedule of 40 hours a week, one that could span weekends and public holidays. Shifts may include evening or early morning hours

Belonging & Accommodations

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.