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 Community You Will Join:
As a member of Airbnb’s Escalations team, you will own the resolution of high-stakes issues raised directly to the CEO and Executive Team, delivering “unreasonable hospitality” by balancing urgency, empathy, and fairness. This high-visibility role demands extreme ownership—you’ll dive deep to uncover root causes, craft solutions that rebuild trust, and proactively mitigate brand risk. Your work will directly shape user perception of Airbnb, turning detractors into promoters while surfacing systemic insights to drive business-wide improvements.
The Difference You Will Make:
We seek a strategic problem-solver who thrives in ambiguity, operates with a founder’s mindset, and consistently delivers “wow” moments for users even in the most complex scenarios.
A Typical Day:
Master High-Stakes Customer Resolutions:
- Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail.
- Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration.
Redefine Customer Expectations:
- Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint.
- Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty.
Deliver Empathy-Led Advocacy:
- Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industries like healthcare and high-end concierge services.
- Turn detractors into advocates: Use emotionally intelligent communication to rebuild trust and transform dissatisfied customers into brand champions.
Collaborate and Influence Across Functions:
- Build bridges across teams: Work with wider Community Support, Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes with organizational goals..
- Drive strategic change: Identify trends from customer escalations, translating them into actionable recommendations for leadership to improve policies, processes, and user experience.
Develop Expertise and Mitigate Risks:
- Become a subject-matter expert: Deeply understand brand policies, compliance requirements, and regulatory obligations.
- Manage ambiguity with authority: Use sound judgment to handle complex, high-stakes cases with minimal supervision.
Set the Gold Standard in Operations:
- Mentor and elevate peers: Share expertise to upskill team members, refine playbooks, and scale operational excellence, inspired by continuous improvement practices in elite organizations.
- Innovate processes: Design workflows that embed customer-first principles, reflecting the scalable excellence seen in leading tech and luxury brands.