About Company
Airbnb is a global travel community that offers magical stays and experiences. We connect people with places to stay and things to do in over 220 countries and regions worldwide. Our mission is to create a world where anyone can belong anywhere, and we achieve this by building an inclusive and diverse community. We believe in the power of shared experiences and the opportunity to help people feel at home, even when they’re away. As a company driven by innovation and a passion for hospitality, Airbnb constantly strives to redefine travel and make it more accessible, authentic, and rewarding for everyone. Join us in shaping the future of travel and belonging.
Job Description
Are you passionate about helping people and creating exceptional experiences? Airbnb is looking for an empathetic and solutions-oriented Customer Support Specialist to join our global team. In this role, you will be the first point of contact for our vibrant community of guests and hosts, providing crucial assistance and ensuring their experiences on Airbnb are seamless and positive. This is an exciting opportunity to directly impact the satisfaction of millions of users worldwide, resolving complex issues with grace and efficiency. You will utilize various communication channels, including phone, email, and chat, to address inquiries ranging from booking modifications and platform navigation to complex dispute resolution. We’re seeking individuals who thrive in a fast-paced environment, possess excellent problem-solving skills, and are dedicated to upholding Airbnb’s commitment to outstanding customer service. If you are a natural communicator with a heart for hospitality and a desire to make a difference, we encourage you to apply and become a vital part of our mission to create a world where anyone can belong anywhere.
Key Responsibilities
- Provide world-class customer support to Airbnb guests and hosts via multiple channels (phone, email, chat).
- Resolve customer inquiries and issues promptly, accurately, and empathetically, striving for first-contact resolution.
- Proactively identify and troubleshoot technical issues related to the Airbnb platform and escalate when necessary.
- Educate users on Airbnb policies, procedures, and features to enhance their understanding and platform usage.
- Document all customer interactions and resolutions accurately in our CRM system.
- Collaborate with internal teams, including Trust & Safety, Payments, and Product, to resolve complex cases.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Contribute to a positive team environment by sharing knowledge and best practices.
Required Skills
- Minimum of 1 year of experience in a customer service or support role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and critical thinking skills.
- High level of empathy and a genuine desire to help others.
- Proficiency in using CRM software and other communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- Adaptability to a fast-paced, evolving work environment.
Preferred Qualifications
- Experience in the hospitality or tech industry.
- Familiarity with the Airbnb platform as a guest or host.
- Proficiency in additional languages (e.g., Spanish, French, German).
- Experience working in a remote or distributed team.
- Associate's or Bachelor's degree in a relevant field.
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Employee stock purchase program (ESPP).
- Generous travel credit for Airbnb stays and experiences.
- Wellness programs and resources.
- Opportunities for professional development and continuous learning.
- Dynamic and inclusive company culture.
How to Apply
Ready to help create belonging for millions around the world? Click the application link below to submit your resume and cover letter. Please highlight your experience in customer support and your passion for community building. We look forward to reviewing your application!