Team Specialist, Premium Support

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><div> <div><strong>The Difference You Will Make:</strong><br>The CS Team Specialist supports one or more internal CS services. This is a full time position based in the <strong>West Coast of Canada</strong>, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services. <strong>This is a full time position based in Canada and requires fluency in English, written and spoken</strong>.<br><br>As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.<br><br><strong>A Typical Day: </strong><br>The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.<br><strong>Enable the successful resolution of core customer-facing work</strong></div> <ul> <li>Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).</li> <li>Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests</li> <li>Manage slack/zoom consultations and act as floor support for team</li> </ul> <div><strong>Set up a well-oiled operational environment</strong></div> <ul> <li>Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work</li> <li>Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues</li> <li>Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons</li> <li>Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices</li> </ul> <div><strong>Collaborate with cross-functional partners and stakeholders</strong></div> <ul> <li>Summarize and escalate issues to high level stakeholders when appropriate</li> <li>Step in as a consultative escalation point for other Delivery teams handling complex cases</li> <li>Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery</li> </ul> <div><strong>Provide recommendations and insights on service performance</strong></div> <ul> <li>Report out on ambassador, team, and service performance trends to Delivery leadership</li> <li>Provide insights &amp; recommendations for how to improve service delivery</li> <li>Close the loop with Training for areas where all Ambassadors need improvement</li> </ul> <div><strong>Act as support for Delivery leadership as requested</strong></div> <ul> <li>Document ways of working, best practices, and the norms for your service(s)</li> <li>Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)</li> <li>Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes</li> <li>Sit on a hiring panels and support upskilling and onboarding of new teammates</li> <li>Help drive internal Delivery improvement initiatives as assigned by your manager</li> </ul> <div><strong>Your Expertise:</strong><br>Your background &amp; experience</div> <ul> <li>A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects</li> <li>Experience managing high severity/sensitivity cases and decision-making authority for losses.</li> <li>Experience in coordinating operational teams, documenting ways of working and handling IT issues</li> <li>Hospitality experience is a plus, comfort with communicating with customers is a must</li> <li>Knowledge of google sheets, SQL, and Salesforce is a plus</li> <li>Language proficiency in English. Other languages are a plus</li> <li>Bachelor’s Degree, or equivalent work experience</li> <li>Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials</li> <li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs</li> </ul> <div>Your skills &amp; expertise</div> <ul> <li> <ul> <li>You are a team player and can work seamlessly with peers &amp; colleagues as part of a global team</li> <li>Excellent interpersonal and communication skills, both written and spoken, to customers and teammates/partners</li> <li>Extremely organized, you are able to multitask and prioritize competing workstreams</li> <li>Calm and empathetic with an ability to remain level headed in tough situations</li> <li>Ownership mentality with ability to drive work forward even in ambiguous situations</li> <li>Ability to understand, report &amp; explain data &amp; performance results</li> <li>Ability to collect feedback &amp; translate ambassadors needs toward process improvements or product feature enhancements</li> <li>Detailed understanding of customer service operations and processes</li> <li>Quick learner and curious mindset towards other teams &amp; services</li> <li>Ability to adapt to new tasks and responsibilities as needed.</li> <li>Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.</li> <li>Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.</li> </ul> </li> </ul> <div><strong>Your Location: </strong><br>This position is West Co