Senior Operations Specialist, Hosting

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

As a team of specialists, we’re dedicated to delivering exceptional support to our Hosts every single day. From communicating platform updates and addressing queries to identifying opportunities to add value, we strive to consistently assist and uplift our host community.

As an Operations Specialist, a person would play a crucial role in maintaining our high standards of quality, work closely with the rest of the team to identify areas for improvement, implement solutions, and drive results. 

The Difference you will make

• Enhance Host Experience: You'll be the first point of contact, helping to improve the quality of interactions by providing timely communication and support for our hosts.
• Foster Innovation: You'll have the opportunity to share ideas for improvement by analyzing trends related to your projects and tasks.
• Improve Operational Efficiency: respond to queries within defined SLA for the program

A Typical Day:

• Assist with host engagement projects across various teams within Homes, Experiences and Services using tools like Nova messages, email, Salesforce, and phone communication.
• Check the documents submitted by hosts, such as licenses and insurance, for specialized activities.
• Review Accessibility filters added by hosts for Homes & Experiences, and communicate any necessary information through email, in-app notifications, push notifications, or calls.
• Participate in additional engagement tasks as needed by the business.
• Collaborate with market managers to address host requests, respond to real-time queries, and handle escalations.
• Maintain a focus on accuracy and efficiency in quality and productivity metrics related to your tasks.
• Work as part of a team, collaborating with colleagues from different regions.

Your Expertise:

• Fluent English speaker with good vocabulary is a must 
• Ability to work collaboratively and cross-functionally, across offices and timezones (24/7 with rotational week off, including working on weekends & holidays)
• Strong skills in Excel and Spreadsheet management
• Ability to take quick decisions
• Ability to interpret and apply policy and QA standards
• Ability to quickly absorb training on product and tool functionality
• Ability to consistently meet expectations with regards to productivity for repetitive tasks and similarities in work and propose optimizations
• Strong interest in quality and user experience
• 3+ years of relevant work experience

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.