User Knowledge Operations Specialist - 3 (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
The ‘Experiences Host Technical Support, AMER’, drives and is accountable for host satisfaction through both our acquisition and onboarding funnels. You will surface technical issues (bugs, known software issues. etc.) proactively to the Americas acquisition teams and support technical issues as they arise directly from hosts and acquisition reps. You will also work closely with cross functional stakeholders like our scaled operations teams to implement small scale changes to the acquisition and onboarding funnels that reduce friction and optimize for speed & host satisfaction. This scrappy, organized, goal-oriented and collaborative individual will track, thoughtfully communicate and resolve tickets that ensure a smooth glidepath for host onboarding & retention across our Americas priority cities. Example Deliverables: Become an expert – Familiarize yourself with the acquisition & post-publish funnel steps, challenges and best practices. Understand what good looks like to be able to catch errors proactively and/or know how to “traffic cop” problems as they arise. Communication & Collaboration – Function as a mediator and as a “solution detective”, sitting between cross-functional leads, technical leads and Acquisition reps to solve any & all host issues. Required ability to communicate complex technical issues to stakeholders who may lack technical knowledge; the idea candidate will “translate” tech speak to easy-to-understand summaries & instructions. Communicate with hosts quickly and with empathy + humanity. Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates. Report out on both positive & negative host needs / trends, with a solution-oriented & growth mindset. Ensure that quarterly objectives and key performance metrics are hit. Quality Management – Stay up-to-date on best-practices & acquisition team trainings. Ensure that your communications to hosts, to cross-functional team members, your templates & documents are current and accurate. Optimization & Retention – Help orient hosts through the acquisition & onboarding process, ensuring that they understand key steps, how to circumvent challenges and what the best practices are. Your Expertise: 2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions. Experience navigating a technically complex platform Ability to translate tech speak into easy to understand summaries & instructions Accountability for results – with a proven ability to deliver against KPIs & business targets Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances, consistently acting as a self-starter. Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges. Education: Bachelor's degree or equivalent experience in related fields. 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: $40-$57/hr Benefits: Medical, Dental, Vision, 401K