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What You Will Do:
- Independently manage high-profile casework with escalation factors, including severe safety, executive, and media cases.
- Own cases with high guest booking value ($12K–$50K) and balance reputation risk with policy enforcement.
- Serve as first-line support for complex cases, coordinating with specialized teams.
How You Will Lead:
- Act as a bar raiser for service recovery, mentoring L6 specialists and fostering a high-performance culture.
- Proactively identify workflow inefficiencies and contribute to process and policy improvements.
- Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution.
What You Will Bring:
- 1-year minimum tenure in L6 Service Recovery role with proven mastery of competencies.
- 4+ years experience in high-touch customer service, risk, or service recovery roles preferred.
- Strong analytical mindset with experience in reporting, data analysis, and case documentation.
Airbnb
Airbnb is a global platform that connects hosts offering unique stays and experiences with guests, fostering authentic community connections. With over 5 million hosts and 2 billion guest arrivals, we are a mission-driven company committed to belonging and innovation, operating with a unified team dedicated to our core values.