[Remote] Senior Associate, Escalations (United States)

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global company that connects hosts and guests for unique stays and experiences. The Senior Associate, Escalations supports internal customer service operations by managing complex cases and ensuring high-quality service while collaborating with internal stakeholders. This role requires strong communication skills, adaptability, and problem-solving abilities in a fast-paced environment. Responsibilities • Complex case management: Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on the totality of circumstances and evidence gathered, with established workflows & management guidelines as secondary assistance. • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate. • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence • Combining efficiency with quality: Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service). • Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework • Ability to deescalate user complaints via live phone calls, showing both genuine empathy and clear acknowledgement of a perceived poor user experience. • Participating in your service’s improvement: Leverage your functional operational knowledge to proactively support the team success • Provides ongoing guidance to your teammates in improving the quality and efficiency of their work • Provide insights about community experience and continuous improvement opportunities to your Management • May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc. • Support management in conveying messages & driving outcomes in the rest of the team • Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results • Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt Skills • 4+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts. • Experience collaborating with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner. • Ability to work weekend days and public holidays, as well as early morning / evening shifts. • Your schedule can change to meet business needs. • Hospitality experience is a plus, in particular working for technology platforms. • Prior experience using phone, messaging, or live chat to interact with users/customers. Benefits • Bonus • Equity • Benefits • Employee Travel Credits Company Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com. Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.