Appeals And Escalations Associate

Appeals and Escalations Associate - in Canada (REMOTE)

SCHEDULE – Work from home. Willing to work weekends as required.

DESCRIPTION: As a member of the Escalations team, you will be responsible for handling and stewarding the resolution for Community issues raised directly to the CEO and other Executive Team Members. This critical, high visibility role requires taking a consultative, personalized, and anticipatory approach to forging and maintaining executive relationships while balancing a community first mindset. Taking ownership of all assigned cases, ensuring a fair and reasonable final resolution is reached, fostering. the relationship with our users along the way. Our goal is to exceed user expectations and recover the user perception of Airbnb, managing risk and surfacing trends/pain points within the community to the business.

We’re looking for someone who thrives in taking initiative and is comfortable operating with

ambiguity, demonstrating a high level of autonomy and resilience.

• Able to handle sensitive casing by taking difficult decisions and thinking out of the box while being mindful of overall impacts on the brand.
• Display resilience in a high impact dynamic environment.
• Calm and Empathetic - you can adapt to any situation by personalizing responses and educating our community while remaining levelheaded in tough situations.
• Excellent interpersonal and communication skills, both written and spoken, to help us community in a tactful and diplomatic manner.
• Demonstrated ability to develop and maintain effective relationships with internal/external customers at all levels.
• Excellent listening skills and attention to detail, with demonstrated ability to draw out.
• BASIC QUALIFICATIONS3+ years’ experience in high-touch CS role required.
• Excellent time management, negotiation, and conflict resolution skills.
• Key information to assess user needs and resolve problems.

• Support the Escalations Coordinators in providing input for Shared Services to ensure service integrity and continuous improvement.
• Effective communication in the context of stakeholder’s management as well as external customers.
• Handle NPS service recovery cases where the initial user experience has been poor and ensure you can rescue the detractor before the case becomes an Executive Escalation
• Meet performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder’s managements, etc),
• Deliver superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations, and breaking down silos to resolve issues in a timely manner.
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
• RESPONSIBILITIES Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.