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:
The Market Coordinator plays a pivotal role in supporting Airbnb’s Field Team and Key Accounts Team by managing high value Host-related inquiries and escalations in the Italy and Southern Europe Region.
Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.
The role is based in Milan, Italy.
A Typical Day:
- Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team.
- Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
- Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
- Conduct in-depth research to address and resolve Host issues
- Triage and assign escalations tickets and and provide recommendations for efficient resolution
- Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
- Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
- Support In-Market events for your territory, when required
- Effective communication in the context of stakeholders management
- Proven track record of meeting or exceeding SLA response times
Your Expertise:
- 4+ years as a Customer Support Representative or Account Management
- Fluent English and Italian
- Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills.
- Exceptional written and verbal communication abilities.
- Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.
- Proven ability to analyze and assess challenges with a track record of solving complex issues
- Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.
- Strong analytical skills that will enable you to support your peers, Lead and Market Managers
- Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)
Preferred Attributes
- Previous experience in hospitality, customer service, or a related field.
- Strong attention to detail and organizational skills.
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.
