About Company
Airbnb is a global travel community that offers magical end-to-end trips, including where you stay, what you do, and the people you meet. We are driven by our mission to create a world where anyone can Belong Anywhere, fostering connections and building a more open and diverse community. From humble beginnings in 2008, Airbnb has grown into a trusted platform for millions of hosts and guests around the world, providing unique accommodations and authentic experiences. We believe in the power of shared experiences and are committed to building an inclusive environment where our employees thrive and contribute to our global impact. Join a company that is redefining travel and hospitality, and where your work truly makes a difference in people’s lives.
Job Description
Are you passionate about helping people and eager to contribute to a dynamic global community? Airbnb is immediately seeking dedicated and empathetic Community Support Agents to join our growing team in Urbandale, Iowa. In this vital role, you will be the friendly voice and helpful hand for our diverse community of guests and hosts, ensuring they have exceptional experiences on our platform. As a Community Support Agent, you will be on the front lines, responding to inquiries, resolving issues, and providing guidance on everything from booking challenges to account management and policy clarifications. This is more than just a customer service role; it’s an opportunity to build trust, foster belonging, and directly impact how people experience travel. We’re looking for individuals who can think on their feet, communicate with clarity and compassion, and approach every interaction with a solution-oriented mindset. You’ll work in a fast-paced, supportive environment where your contributions are valued, and you have the chance to grow your skills while shaping the future of travel. If you thrive in a collaborative atmosphere and are ready to make a tangible difference in people’s lives every day, we encourage you to apply now and become a crucial part of the Airbnb community. This is an exciting opportunity to join a rapidly expanding team and help us uphold our commitment to world-class service.
Key Responsibilities
- Respond to guest and host inquiries promptly and professionally via phone, email, and chat.
- Troubleshoot and resolve complex issues related to bookings, payments, platform functionality, and community policies.
- Educate users on Airbnb's features, tools, and best practices to enhance their experience.
- Escalate critical issues to specialized teams when necessary, ensuring seamless resolution.
- Maintain accurate and detailed records of all interactions and resolutions in our CRM system.
- Provide constructive feedback to internal teams to improve products, policies, and processes.
- Adhere to company policies and procedures, ensuring compliance and data security.
- Contribute to a positive and collaborative team environment, sharing knowledge and best practices.
Required Skills
- Minimum of 1 year of experience in a customer service or community support role.
- Exceptional written and verbal communication skills, with a strong emphasis on empathy and clarity.
- Proven problem-solving abilities and the capacity to de-escalate difficult situations.
- Ability to work effectively in a fast-paced, high-volume environment.
- Strong technical aptitude and comfort navigating various software systems.
- Excellent organizational skills and attention to detail.
- Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Prior experience in the hospitality, travel, or tech industry.
- Familiarity with the Airbnb platform as a guest or host.
- Proficiency in additional languages (e.g., Spanish, French, German).
- Experience with CRM software (e.g., Salesforce, Zendesk).
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) and company holidays.
- Travel credits for Airbnb accommodations and experiences.
- Opportunities for professional development and career growth.
- Inclusive and diverse work environment.
- Employee assistance program.
- 401(k) retirement plan with company match.
- On-site amenities (if applicable) and team-building events.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Airbnb’s community. We look forward to reviewing your application!