Appeals and Escalations Associate
Airbnb, Inc.
Singapore, Singapore
1d ago

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.


  • Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
  • Triage and assign regional escalations tickets and work in collaboration with the other regions to offer a follow the sun support;
  • de-escalate non-urgent / sensitive tickets and provide recommendations for efficient resolution.

  • Meet performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc),
  • Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
  • Effective communication in the context of stakeholders management.
  • Support the Appeals and Escalations Coordinators in providing input for Shared Services to ensure service integrity and improvement.
  • Qualifications

  • Learning with Agility : You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed.
  • 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.

  • Managing Time Efficiently : You value time, and use it effectively and efficiently. You prioritize correctly, focusing your efforts on the things that are most important.
  • 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.

  • Welcoming Ambiguity : You handle unexpected change with grace. You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent.
  • 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.

  • Solving problems : You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems.
  • 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.


  • 2+ years experience in high-touch Customer Support role required
  • Professional to Native proficiency in any regional languages, including Thai is a strong plus.
  • Bachelor’s Degree preferred
  • Availability to work 40 hours a week, available to work weekend and / or different shifts
  • Excellent time management, negotiation and conflict resolution skills.
  • Display resilience in a high impact dynamic environment.
  • Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
  • Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Able to handle sensitive casing by taking difficult decision and thinking out of the box while being mind of overall impacts on the brand.
  • Apply
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