Senior Operations Specialist, Hosting

The Community You Will Join: 

As a team of specialists, we’re dedicated to delivering exceptional support to our Hosts every single day. From communicating platform updates and addressing queries to identifying opportunities to add value, we strive to consistently assist and uplift our host community.

As a Senior Operations Specialist, a person would play a crucial role in maintaining our high standards of quality, work closely with the rest of the team to identify areas for improvement, implement solutions, and drive results. 

The Difference you will make

• Directly Enhance Host Experience: As the first point of contact, our focus is to elevate the quality of host interactions, ensuring they receive timely communication and the support they need to succeed.
• Improve Operational Efficiency: respond to queries within defined SLA for the program
• Innovate and Optimize: Share recommendations on continuous improvement for the projects/tasks assigned by analyzing trends.

A Typical Day: 

• Support host engagement projects for multiple teams within homes & experiences via nova messages, email, salesforce, inbound/outbound calls & other Airbnb’s host communication channels 
•   Verify the documents e.g. license, insurance etc submitted by the hosts for specialized activities 
•   Perform vetting on Accessibility filters (for Homes & Experiences) added by the hosts and send appropriate host communication via email/in-app notifications/push notification & outbound call 
•   Work on other Ad-Hoc engagement tasks as per business needs 
•   Work closely with the market managers to accurately review and cater to the host requests, real time queries and escalations
•   Ensuring high accuracy around quality, productivity and other applicable metrics for a project 
•   Work & collaborate within a team environment across different geographies 

Your Expertise:

• Fluent English speaker with good vocabulary is a must 
• Ability to work collaboratively and cross-functionally, across offices and timezones (24/7 with rotational week off, including working on weekends & holidays)
• Strong skills in Excel and Spreadsheet management
• Ability to take quick decisions
• Ability to interpret and apply policy and QA standards
• Ability to quickly absorb training on product and tool functionality
• Ability to consistently meet expectations with regards to productivity for repetitive tasks and similarities in work and propose optimizations
• Strong interest in quality and user experience
• 1- 3 years of relevant work experience
• Expertise in Bulk Outreach Host Comms (using Sitar tool)

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.