Airbnb

Senior Service Recovery Specialist

Canada · Senior

Sponsorship not specified$12k-$50kDetected 5 days ago

Data AnalysisNegotiationCustomer SupportLeadershipCommunicationCollaborationProblem SolvingCritical ThinkingTime ManagementMentoring

About the role

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.
It takes a unified team committed to our core values to achieve this goal.

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb.
"We design and deliver unmatched products and services so everyone can host and travel with confidence."

You handle complex and ambiguous cases with a high degree of independence and minimal supervision.
You are a bar raiser for high-quality case handling, customer mediation, conflict resolution, and customer experience excellence.
Proven mastery of L7 competencies and demonstrated progress towards L8 competencies.
A track record of high-quality case handling, customer mediation, and resolution of complex, high-risk cases.
Ability to balance customer experience, risk mitigation, and business impact in decision-making.
Comfort in dealing with conflict, difficult situations, and high-stakes decisions with confidence and integrity.
Strong problem-solving and critical thinking skills, with an ability to make decisions based on available information and company policies.
Demonstrated ability to mentor and influence others, fostering an inclusive and high-performance team culture.
Ability to proactively identify and resolve operational issues, preventing escalations before they arise.

4+ years experience in high-touch customer service, risk, or service recovery roles.
Experience managing high-value and high-risk cases, including fraud prevention, safety, and regulatory issues.
Strong analytical mindset with experience in reporting, data analysis, and case documentation.

Independently manage high-profile casework with escalation factors.
Handle severe escalations (Life Safety & Severe Safety) with supervision.
Work on Executive Escalations, SOS, CCT, and VIP cases with minimal supervision.
Manage regulatory cases, ensuring compliance and accurate documentation.
Handle high-GBV ($12K-$50K) reservation-related cases, requiring strong mediation and negotiation skills.
Act as a bar raiser for service recovery excellence, setting the standard for complex, nuanced case resolution.
Mentor and guide L6 specialists, providing insights on handling difficult cases and delivering a 10-star service experience.
Proactively identify workflow inefficiencies and contribute to process and policy improvements.
Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution.
Conduct root cause investigations, identifying systemic issues and driving preventative measures.
Leverage data and analysis to propose solutions aligned with business priorities.
Serve as a trusted resource for hospitality standards, influencing broader service expectations within Global Operations.

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere.
We have a huge responsibility to our community of Hosts and guests to be there when things don't go exactly as planned with their reservations.
We have a lot of work to do in the coming years and are looking for someone to help us deliver best-in-class services to our community.

This listing is sourced directly from Airbnb's careers page and normalized into a canonical job model.