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.
The Community You Will Join:
- The Collections Specialist will be responsible for interfacing directly with our guests and hosts throughout the world. This involves assisting users with payment problems, disputes, and settlements, as well as data analysis, identification of platform bugs, reporting of product and process improvements.
- You will work collaboratively with a team of 12 Collections team members, as well as cross-functional teams to ensure the payments issues are quickly addressed and triaged for the benefit of our community. This role involves partnering with Product, Business Intelligence, Customer Support, and Trust and Safety, to educate, collect, and drive sustainable results that align with organizational goals.
The Difference You Will Make:
- You will solve complex payment issues and guest disputes in an effort to maintain Airbnb’s relationship within its community while maximizing cash flow and reducing losses.
- Additionally, you will identify platform functionality gaps and product issues to improve the overall user experience and reduce bad debt expenses.
A Typical Day:
- Execute the organization’s collection processes by researching collection cases and performing timely follow-ups to resolve payment issues and disputes.
- Leverage negotiation and relationship management skills both internally and with cross-functional teams to influence and achieve desired outcomes.
- Make quick and sound decisions that mitigate business losses and maintain integrity with the community.
- Identify and propose solutions to issues, trends, and product changes that have an impact on collections.
- Execute your day-to-day processes focused on quality customer service and fair collections practices.
- Assist users with payment problems and inquiries.
- Manage high-volume work lists and multitask effectively
Your Expertise:
- Customer support or collections experience mandatory
- The candidate should be comfortable working in a remote environment and be able to independently manage their productivity based on performance metrics.
- Minimum of 3 years of experience in Collections or Customer Support
- Bachelor’s degree is required; postgraduate qualification preferred.
- Strong written and verbal communication skills are required and the ability to change your communication style and tone based on your audience and setting.
- Self-starter with the ability to work in ambiguous situations and drive initiatives independently.
- Strong analytical skills with the ability to derive insights from data and present them effectively.
Our Commitment To Inclusion & Belonging:
We are committed to fostering an inclusive and diverse environment. We believe that unique perspectives drive innovation and creativity. All qualified individuals are encouraged to apply and join our mission to deliver exceptional quality and service.
