Our Appeals & Escalations team leverages CS expertise across functions holistically providing exceptional service and reducing brand risk by handling the most critical contacts.
We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with key stakeholders across Airbnb.
The Appeals & Escalations associate will work closely with regional stakeholders and e-staff to ensure brand risk cases are managed & mitigated as customer service integrity is preserved.
This role will report to the Appeals & Escalations Team Lead and will partner with Appeals & Escalations Coordinators in the region to handle urgent and sensitive cases.
Their duties include, but are not limited to, full case management of sensitive cases, reviewing incoming cases, triaging to appropriate service teams and providing recommended solutions to ensure quality resolutions.
You will model expertise with a firm understanding of CS knowledge to efficiently assess all the cases.
We’re looking for someone who thrives in decision-making and is comfortable operating with ambiguity, demonstrating a high level of autonomy and resilience.
de-escalate non-urgent / sensitive tickets and provide recommendations for efficient resolution.
You proactively seek out opportunities to improve. You're versatile, and open to change when there's a better way. You learn from past mistakes and accomplishments.
You're a cereal entrepreneur who is comfortable experimenting or reversing course.
You plan ahead, structure your day, and adapt your environment to make the best use of your time. You stay organized to ensure successful multitasking.
You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty.
You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
You're comfortable handing off incomplete tasks when necessary. You're an early adopter.
You dig deeper and utilize all available resources to reach the best possible solution. You utilize creativity to propose original solutions, and don't stop at the first, most obvious answers.
You understand when cutting your losses is the best solution, and can explain why.