Jobs at Airbnb

Lead end-to-end planning and coordination for content launches supporting Airbnb’s Community Support organization. Manage cross-functional stakeholders, timelines, audits, approvals, localization, launch communications, risks, and real-time launch execution. Track affected content, resolve escalated issues, provide leadership reporting, and improve planning processes. Partner closely with content, product, engineering, marketing, legal, training, knowledge management, and localization teams to ensure accurate, timely, high-quality content delivery.

Owns Airbnb Luxe’s end-to-end new listing onboarding operations, including acquisition and onboarding processes, pipeline health, tooling, budgets, vendors, metrics, and cross-functional programs. The role partners with Sales, Product, and technical teams, diagnoses performance issues, improves operational systems, and represents the team in leadership settings.

Owns end-to-end planning and coordination for Community Support content launches. The role manages schedules, stakeholders, approvals, content audits, localization, launch communications, risk mitigation, go-live coordination, leadership reporting, and process improvements. It partners across content, product, engineering, marketing, legal, training, and other teams to ensure timely, high-quality launches and resolve blockers.

Leads the global English quality program across multiple BPO partners supporting Airbnb’s community operations. Oversees quality evaluations, calibration, reporting, partner scorecards, coaching effectiveness, performance improvement plans, onboarding, and executive governance. Analyzes NPS and operational correlations, identifies systemic issues, maintains consistent quality standards, and collaborates with training, operations, and cross-functional teams on process improvements. The role supports approximately 5,000 or more English-language agents worldwide.

Leads Airbnb’s Global English quality program across multiple BPO partners and approximately 5,000 agents. Responsibilities include QA program execution, partner accountability, calibration governance, performance reporting, NPS and quality analysis, onboarding new partner sites, improvement planning, and cross-functional quality initiatives. The role mentors Partner Quality Leads, ensures consistent standards across sites, interprets operational trends, and presents actionable insights to senior stakeholders.

Évalue, enquête et règle des réclamations AirCover complexes, notamment les demandes d’indemnisation pour dommages matériels. Le poste exige l’analyse des preuves, la détection de fraude, la négociation avec les clients et les administrateurs tiers, ainsi qu’un accompagnement personnalisé. La personne contribue aussi à l’amélioration des processus, aux initiatives de changement et aux projets interfonctionnels, tout en maintenant la confidentialité et une expérience client équitable et empathique.

Evaluate, investigate, and resolve complex AirCover claims, including high-value property damage claims. Provide empathetic, personalized customer support while detecting fraud, applying policies fairly, negotiating resolutions, and protecting confidentiality. Collaborate with supervisors, internal stakeholders, and third-party claims administrators. Identify workflow and policy improvements and support cross-functional change initiatives and new process deployments.

Frontline premium customer support specialist handling complex, high-value reservation issues end-to-end. Owns cases, mediates between hosts and guests, applies Airbnb policies, works cross-functionally (Legal, Policy), provides operational feedback, mentors teammates, and supports emergency on-call coverage and evolving team responsibilities.

Provide end-to-end, high-touch customer support for high-value reservations (including Luxury), owning complex and sensitive cases, negotiating between hosts and guests, working autonomously, collaborating with cross-functional stakeholders, mentoring and supporting team improvements, and delivering personalized, hospitality-level service across channels.

The Specialist in Safety will manage complex safety concerns for Airbnb's community, offering support for various threatening situations via multiple communication channels. The role requires strong interpersonal skills, problem-solving abilities, and the capability to handle sensitive information responsibly.

The role involves managing security concerns for the Airbnb community, addressing complex cases, interacting with customers, providing support, and ensuring confidentiality. Candidates should demonstrate strong communication skills and the ability to handle sensitive situations effectively.

The Specialist provides customer service support, managing complex cases, and ensuring user satisfaction while fostering relationships with clients and stakeholders in a fast-paced hospitality environment.

Provide end-to-end premium bilingual (French/English) customer support to Airbnb hosts and guests across channels (phone, chat, messaging, social). Manage complex cases, resolve issues with high satisfaction, collaborate with internal stakeholders, document best practices, mentor teammates, and work scheduled shifts including evenings, weekends and holidays while maintaining confidentiality and professionalism.

Provide end-to-end premium customer support in English and French across channels (phone, chat, messaging), manage complex cases to final resolution, personalize high-touch service for guests and hosts, collaborate with stakeholders, document improvements, and support team training and escalation processes. Must be flexible to shift changes and evolving responsibilities.