About Company
Airbnb is a global travel community that offers magical stays and experiences. We’re on a mission to create a world where anyone can belong anywhere, and we are powered by a community of hosts who offer guests unique spaces and local experiences. Our platform connects millions of guests with millions of hosts worldwide, enabling authentic travel and economic empowerment. We foster an environment of innovation, creativity, and belonging, where every employee plays a vital role in shaping the future of travel. We are committed to building a diverse and inclusive workplace where everyone feels valued and can thrive.
Job Description
Are you passionate about community, travel, and empowering others to share their unique spaces? Airbnb is looking for a dynamic and empathetic Host Success Specialist to join our vibrant team in Downtown Dubuque. In this crucial role, you’ll be the primary point of contact and champion for our local host community, helping them thrive on the Airbnb platform. You’ll work directly with hosts, providing expert guidance, resolving complex issues, and offering proactive support to ensure they can deliver exceptional experiences for guests. This isn’t just a support role; it’s an opportunity to build meaningful relationships, understand the nuances of the local Dubuque hospitality landscape, and contribute directly to the success of our hosts. Your efforts will help foster a stronger, more engaged host community, driving positive impact for both hosts and guests alike. We believe that when our hosts succeed, our entire community thrives. You’ll be instrumental in onboarding new hosts, educating them on best practices, and ensuring they feel supported every step of the way. Your day-to-day will involve navigating a variety of host inquiries, from technical troubleshooting and reservation management to policy clarification and conflict resolution. We’re looking for someone who can anticipate host needs, provide tailored solutions, and advocate for our hosts internally to improve product features and processes. You’ll contribute to local community initiatives, organize workshops, and facilitate networking opportunities to strengthen the Dubuque host ecosystem. This role requires a blend of sharp analytical skills, unwavering empathy, and a proactive approach to problem-solving. If you are excited by the prospect of being the friendly, knowledgeable face of Airbnb for our hosts in Dubuque, helping them unlock their potential and create memorable stays for travelers worldwide, then this is the perfect opportunity for you. This is an immediate hiring opportunity for someone ready to dive in and make a significant impact from day one in one of Iowa’s most historic and charming cities. Join us in shaping the future of travel, right here in Dubuque.
Key Responsibilities
- Provide exceptional multi-channel support (phone, email, chat) to Airbnb hosts in the Dubuque area.
- Address and resolve complex host inquiries, ranging from account management and booking issues to policy questions and technical support.
- Educate hosts on Airbnb platform features, best practices, and relevant policies to optimize their listings and guest experiences.
- Proactively identify potential issues and offer solutions to enhance host satisfaction and retention.
- Build strong, positive relationships with the local host community, fostering a sense of belonging and support.
- Gather host feedback and insights, relaying them to internal teams to inform product development and service improvements.
- Assist with host onboarding, verification processes, and compliance with local regulations.
- Participate in community events, workshops, and educational sessions for hosts.
- Act as an internal advocate for host needs and concerns.
Required Skills
- Minimum of 2 years of experience in customer success, account management, or a related client-facing role.
- Proven ability to provide exceptional customer service and resolve complex issues with empathy and efficiency.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using CRM software and other customer support tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- A genuine passion for travel, community, and the sharing economy.
Preferred Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Previous experience as an Airbnb host or guest.
- Familiarity with the Dubuque, IA area and local hospitality landscape.
- Experience with community building or event organization.
- Proficiency in additional languages (e.g., Spanish).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Employee travel credits to explore the world.
- 401(k) retirement plan with company match.
- Paid parental leave.
- Opportunities for professional development and career growth.
- Vibrant, inclusive office culture in Downtown Dubuque.
- Employee Assistance Program.
- Free snacks and beverages in the office.
How to Apply
Ready to help shape the future of travel in Dubuque? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!