Airbnb was born in 2007 when two hosts welcomed three guests to their San
Francisco home, and has since grown to over 5 million hosts who have welcomed
over 2 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 Difference You Will Make:
The CS Team Specialist supports one or more internal CS services. This is a full
time position based in the East Coast of Canada, though the role may support
multiple regions. The CS Delivery Team Specialist is an operational expert and a
specialist in case handling. The Team Specialist enables our Delivery team to
function smoothly by supporting in-progress casework and arranging a successful
operational environment for our teams, specifically providing operational
assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers.
Team Specialists have a solid understanding of the operations, are comfortable
providing guidance and support in real-time, and function well in a fast paced
environment while juggling multiple priorities. They may be assigned to support
one or more services.
As part of this role, you are required to be flexible and may be required to
move to different teams within Community Support and/or take up different
responsibilities from those set out below. The ideal candidate will be open to a
role which will evolve based on business needs and will be flexible to meet
those needs. This is a full time position based in the East Coast of Canada and
requires fluency in English and Spanish, written and spoken.
A Typical Day:
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The responsibilities listed below are not exhaustive. Given the fast-moving
nature of this work, the responsibilities set out below may change and
additional duties may be assigned as needed.
Enable the successful resolution of core customer-facing work
- Provide consultative guidance for day-to-day case handling and approve
losses for your service(s) and region(s).
- Act as Delivery’s first line of escalate support and handle high
severity/sensitivity cases, including taking over severe/sensitive case
from an Ambassador when required and handling supervisor approvals and
call requests
- Manage slack/zoom consultations and act as floor support for team
Set up a well-oiled operational environment
- Ensure the teams’ work is balanced and that inbound volume is handled by
managing queues, triaging cases, and assigning ambassadors to work
- Ensure the team is skilled in CCPAM and has the tools they need to do
their work; you also act as the first point of contact for troubleshooting
IT issues
- Be accountable for maintaining the team schedule, ensuring proper
coverage, conducting real time workforce management, liaising with WFP,
and supporting the planning of peak seasons
- Think critically and constantly evaluate our operations, proposing changes
in tools, workflows, or best practices
Collaborate with cross-functional partners and stakeholders
- Summarize and escalate issues to high level stakeholders when appropriate
- Step in as a consultative escalation point for other Delivery teams
handling complex cases
- Maintain a deep knowledge in our policies and operations, and you act as
POCs for CS teams to understand how things work in your service(s) within
Delivery
Provide recommendations and insights on service performance
- Report out on ambassador, team, and service performance trends to Delivery
leadership
- Provide insights & recommendations for how to improve service delivery
- Close the loop with Training for areas where all Ambassadors need
improvement
Act as support for Delivery leadership as requested
- Document ways of working, best practices, and the norms for your
service(s)
- Provide insights about staffing vs. volume to the Supervisor or Managers
for your service(s)
- Support continuous improvement activities by acting as a SME/POC for
projects, launches, or changes
- Sit on a hiring panels and support upskilling and onboarding of new
teammates
- Help drive internal Delivery improvement initiatives as assigned by your
manager
Your Expertise:
- A minimum of 3 years of experience working on operations teams, completing
support tasks, defining processes and/or collaborating on operational
projects
- Experience managing high severity/sensitivity cases and decision-making
authority for losses.
- Experience in coordinating operational teams, documenting ways of working and
handling IT issues
- Hospitality experience is a plus, comfort with communicating with customers
is a must
- Knowledge of google sheets, SQL, and Salesforce is a plus
- Language proficiency in English and Spanish, and any other languages required
by the business. Other languages are a plus.
- Bachelor’s Degree, or equivalent work experience
- Ability to work in a high-pressure environment interacting with sensitive,
confidential, and potentially traumatic imagery, conversations, and other
materials
- Ability to work weekend days and public holidays, as well as early morning /
evening shifts. Your schedule can change to meet business needs
YOUR SKILLS & EXPERTISE:
- You are a team player and can work seamlessly with peers & colleagues as part
of a global team
- Excellent interpersonal and communication skills, both written and spoken, to
customers and teammates/partners
- Extremely organized, you are able to multitask and prioritize competing
workstreams
- Calm and empathetic with an ability to remain level headed in tough
situations
- Ownership mentality with ability to drive work forward even in ambiguous
situations
- Ability to understand, report & explain data & performance results
- Ability to collect feedback & translate ambassadors needs toward process
improvements or product feature enhancements
- Detailed understanding of customer service operations and processes
- Quick learner and curious mindset towards other teams & services
- Ability to adapt to new tasks and responsibilities as needed.
- Proactive attitude towards embracing new challenges and adjusting to changing
priorities and environments.
- Capable of adjusting to evolving roles and job duties with openness and
flexibility, as well as moving to a new team.
Your Location:
This position is Canada - East Coast Remote Eligible. The role may include
occasional work at an Airbnb office or attendance at offsites, as agreed to with
your manager. While the position is Remote Eligible, you must live in a province
where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the
following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This
list is continuously evolving, so please check back with your recruiter on what
provinces you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We
believe diverse ideas foster innovation and engagement, and allow us to attract
creatively-led people, and to develop the best products, services and solutions.
All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview
process. If you are a candidate with a disability and require reasonable
accommodation in order to submit an application, please contact us at:
reasonableaccommodations@airbnb.com. Please include your full name, the role
you’re applying for and the accommodation necessary to assist you with the
recruiting process.
We ask that you only reach out to us if you are a candidate whose disability
prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is
dependent upon many factors, such as: training, transferable skills, work
experience, business needs and market demands. The base pay range shown below is
annualized, is subject to change and may be modified in the future. This role
may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Pay Range
$67,000—$79,000 CAD
