Job Summary:

We are seeking a dedicated and empathetic Customer Service Representative to join our Airbnb support team. In this role, you will assist guests with inquiries, issues, and concerns, ensuring a seamless and positive experience throughout their Airbnb journey. The ideal candidate is a skilled communicator, problem-solver, and thrives in a fast-paced, customer-centric environment.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, chat, and email
• Assist guests with booking issues, check-ins, cancellations
• Support hosts with listing updates, payment questions, and guest communications
• Document and escalate complex cases following company protocols
• Maintain a high level of product knowledge and stay updated on Airbnb policies
• Provide a compassionate and solution-oriented experience for every customer
• Meet or exceed key performance indicators (KPIs) such as response time, satisfaction scores, and resolution rates
• Coordinate cleaners
• Conduct cleaning video inspections

Requirements:

• High school diploma or equivalent (Bachelor's degree preferred)
• 1+ years of experience in customer service, preferably in travel, hospitality, or tech support
• Excellent verbal and written communication skills in English (multilingual a plus)
• Strong problem-solving skills and the ability to remain calm under pressure
• Flexible schedule including weekends, evenings, and holidays

Preferred Qualifications:

• Prior experience with Airbnb or other vacation rental platforms
• Familiarity with conflict resolution and de-escalation techniques
• A passion for travel, customer care, and creating meaningful connections

What We Offer:

• Competitive salary
• Performance bonuses and growth opportunities
• Comprehensive training and onboarding
• A diverse and inclusive workplace culture