Customer Support- AIRBNB

At AIRBNB, we are looking to hire an Market Coordinator

* Support for Market Managers and Hosts in issue resolution.
* Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.
* Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
* Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity.
* Conduct in-depth research to address and resolve Host issues.
* Triage and assign escalations tickets and provide recommendations for efficient resolution.
* Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment.
* Work to proactively improve the listing quality of the Hosts in your region as we drive to increase the percentage of 5-star bookings in your markets.
* Support In-Market events for your territory, when required.
* Effective communication in the context of stakeholder management.
* Proven track record of meeting or exceeding SLA response times.

Skills:

* 4+ years as a Customer Support Representative or Account Management German mother tongue, fluent English Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
* Exceptional written and verbal communication abilities.
* Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
* Proven ability to analyze and assess challenges with a track record of solving complex issues Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
* Strong analytical skills that will enable you to support your peers, Lead and Market Managers Proficiency in tools like Salesforce, and G-Suite