Appeals and Escalations Associate - 1 (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.
  
  

Reporting to the Appeals Supervisor, and supporting the Appeals Coordinators, the Appeals Associate provides a pathway for users to dispute punitive enforcement actions that result in account suspension. They work closely with other teams to ensure that the policy enforcement is accurate and help ensure a high quality of Hosts and Guests on the platform.

Duties include, but are not limited to, full case management, triaging or escalating to appropriate service teams to ensure quality resolutions, as well as establishing a feedback loop to ensure the creation of a continuous improvement cycle for our policy enforcement and process enhancement . We model expertise with a firm understanding of Customer Support policy knowledge to efficiently assess all the cases.

We’re looking for a talented and experienced individual, who is an excellent communicator, able to quickly identify root causes, and comfortable in consistently operating with ambiguity. The successful candidate demonstrates a high level of autonomy and resilience, multitasking and is able to both receive and provide constructive feedback in order to continually improve.

Responsibilities:

• Handle highly sensitive and confidential cases concurrently, while protecting user data and privacy
• Use the Appeals Playbook and workflows to ensure that each appeal is handled in accordance with the underlying policy
• Following a request to appeal, conduct a thorough investigation for cases where users or listings were suspended from the platform
• Ensure Users and Listings returning to the platform agree to follow Airbnb’s Policies and Terms of Service
• Use sound decision quality to determine the best course of action including but not limited to consulting the Community Policy team and other stakeholders in case of ambiguity
• Meet performance expectations regularly and manage time efficiently in order to handle multiple workstreams (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
• Be a subject matter expert of Airbnb policies and procedures, being quickly able to locate and utilize resources in order to determine the decision on an appeal.
• Consistently demonstrate effective communication with our community, including teammates, users and stakeholders
• Take ownership of all assigned cases, ensuring a complete final resolution is reached
• Approach each case scenario with an analytical mindset - being able to identify root causes to any issues and proactively work on ways of improvement
  
  

Requirements:

• 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation or e-commerce customer service experience, or background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues.
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner. You understand the importance of adjusting your communication accordingly, based on your audience. You are proficient and confident with basic email etiquette and functionality. You’re an active listener, able to clearly communicate complex information in both 1-1 and group settings, with peers and stakeholders.
• Excellent time management, negotiation and conflict resolution skills. You take ownership of your work, making sure to follow through timely and completely. You're able to perform at a high level, even during times of uncertainty. You're comfortable handing off / taking on incomplete tasks, when necessary.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Experience working with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
• Ability to learn and adapt to new technologies and tools. You learn from both mistakes and accomplishments, and proactively seek out opportunities to improve.
• Working with team lead and related teams to develop and enhance internal policies, processes and tools.
• Maintaining high levels of confidentiality while performing investigations and handling sensitive information.
• You embrace new challenges and quickly learn the additional skills, resources and strategies needed to succeed. You're a self starter who is comfortable taking on the challenge of unfamiliar tasks, asking for help as needed.
• You're versatile and open to change when business needs or processes shift.
• Availability to work 40 hours a week, available to work weekends and/or different shifts as per business needs
• Fluency in additional language is a plus
• University Degree and/or 3+ years relevant experience
• 2+ years of experience in customer experience, mediation, social work, safety, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation or e-commerce customer service experience, or background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues.
  
  

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $22-$25/hr

Benefits: Medical, Dental, Vision, 401K