The Team

Help Airbnb.org fulfill its mission by supporting those who have been forced to flee their homes or are in urgent need of temporary housing. 

The Role

We are looking for a customer support professional to coordinate operations among the global Airbnb.org support community.  A deep understanding of community support and a strong sense of servant leadership are essential for this role. 

Responsibilities

• Triage and advise on Airbnb.org support cases 
• Provide input for Shared Services to ensure service integrity and improvement
• Assist with Airbnb.org partner onboarding and training for caseworkers 
• Complete root cause analysis reports on high level escalations, with the goal of delivering concise and constructive feedback to Quality and Partner services
• Identify service improvement opportunities within the Airbnb.org CS portfolio
• Manage product and program changes throughout all support workflows 
• Design, maintain, and deliver new processes, workflows, and content 

Qualifications

• At least 3 years of experience in customer support
• At least two years of experience in a leadership role supporting customer service teams  
• Ability to create support content - including workflows, macros, and situation reports
• Personal or professional experience with housing insecurity and/or displacement
• Ability to identify challenges and make thoughtful recommendations
• Established self care plan and ability to maintain wellness/work-life balance in a high stakes environment