CS Labs Support Ambassador

The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the Community Support team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

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Together, our team provides support to more than 900 million lifetime guests and 5.6 million listings in over 220 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere.

The Difference You Will Make:

The CS Labs Support Ambassador partners with Airbnb cross-functional teams to iterate on, improve, and scale new customer-service initiatives to our global Airbnb user community.

A Typical Day: 

• Interacts with Airbnb users by providing world-class customer service via multiple support channels.
• Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments.
• Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
• Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience. 
• Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
• Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.
• Might be tasked with moderately challenging assignments with limited supervision.  
• Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed. 

Your Expertise:

• Fast learning and passionate about Community Support
• At least 3+ years of experience in customer service
• English language proficiency both written and verbal, other languages are a plus
• Ability to demonstrate empathy 
• Availability for a schedule of 40 hours a week, one that could span weekends and public holidays. Shifts may include evening or early morning hours.

Operational Excellence:

• Proficient in technical and professional skills required for the role
• Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes. 
• Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals.

Communications:

• Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding.
• Has effective cross-cultural communication skills.
• Shares regular feedback with stakeholders.

Self & Interpersonal:

• Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently.
• Embraces challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support. 
• Prioritizes team objectives over individual aspirations.
• Excellent time-management, negotiation and conflict-resolution skills.

Leadership:

• Understands the relationship between key drivers and decision-making impact on function objectives.
• Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values.
• ​​Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is not on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.