Team Specialist, Premium Support

Описание вакансии

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 Japan, 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.

A Typical Day:

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:

Your background & experience

• 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 Japanese language
• 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.

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.