CS Labs Specialist, Italian

About Airbnb

Airbnb, founded in 2007, connects hosts with guests worldwide. With over 5 million hosts and 2 billion guest arrivals, the platform fosters authentic connections within global communities. We are seeking a dedicated and enthusiastic individual to provide exceptional customer service to the Airbnb community as a CS Labs Specialist, Italian. The ideal candidate is welcoming, analytical, and committed to the highest service standards.

Your Contribution as a CS Labs Specialist, Italian

As a CS Labs Specialist, Italian, you will be on the front lines, directly interacting with customers and internal stakeholders. You will provide end-to-end support to our community while collaborating with cross-functional Airbnb teams to refine, enhance, and implement new customer service initiatives globally.

Your primary responsibility involves managing cases, ensuring their resolution, and fostering strong relationships with users. This role requires excellent communication, problem-solving skills, and customer service expertise. You must be adaptable and responsive in a dynamic, sometimes high-pressure environment, demonstrating flexibility, proactivity, efficiency, resourcefulness, professionalism, and confidentiality.

This position requires flexibility to switch teams within Community Support or take on different responsibilities. The ideal candidate embraces evolving duties to meet business needs.

A Day in the Life

Your responsibilities are dynamic and may change, with additional tasks assigned as needed:

• Client Case Management: Engage with Airbnb clients and community members across all channels (chat, social media, messaging, phone). Manage cases end-to-end, ensuring complete resolution based on workflows and guidelines, escalating to other teams when necessary. Exercise judgment, challenge methodologies, adapt, and deviate with management approval. Be open to feedback from management and the quality team, quickly adopting improvements. Understand multiple perspectives to evaluate and present various problem-solving options. Potentially interact with key stakeholders and collaborate cross-functionally with management's help.
• Contribution to Airbnb Service and Product Improvement: Demonstrate product expertise and deep knowledge while confidently working on projects. Contribute to Airbnb's machine learning models by accurately annotating, labeling, and evaluating data per guidelines. Provide iterative insights to project stakeholders by testing new products, workflows, and service strategies. Identify opportunities and provide feedback to enhance ambassador and user experience through collaborative discussions. Maintain strong project relationships while sharing insights, considering diverse audiences. Positively influence CS Labs through work quality and volume, helping achieve project goals and high-quality user experience.
• Team Improvement Support: Leverage functional operational knowledge to proactively support team success. Provide community experience insights and improvement opportunities to management. Share ideas for process and methodology enhancements. Accept various tasks and responsibilities (including team changes), embrace new challenges, and adopt a proactive approach. Handle moderately difficult tasks with limited supervision. Apply Airbnb's core values, fostering diversity and belonging, continually seeking improvement.

Your Expertise

Background and Experience

• 3+ years of relevant experience in multicultural customer service teams, handling calls and customer contacts.
• Ability to learn quickly and a passion for community support.
• Fluency in both written and spoken English and Italian.
• Demonstrated empathy and experience in communicating with stakeholders to resolve conflicts effectively and timely.
• Proven ability to explain complex ideas clearly.
• Strong computer skills, including Apple/Mac OS, Google Suite, CRM systems, and quick adoption of new tools.
• Ability to multitask and adapt to new responsibilities.
• Availability to work weekends, holidays, early mornings, and evenings; schedules may change based on operational needs.

Skills and Expertise

Operational Excellence

• Master technical and professional skills required for the role.
• Continuously seek feedback for quality improvement, accept new projects, and understand the community to achieve the best results.
• Effectively manage workload, provide and track feedback on individual goals, and proactively plan short- to mid-term objectives.
• Adapt to evolving functions and tasks with openness and flexibility, integrating into new teams.

Communication

• Respect diverse opinions, listen attentively, ask questions, and rephrase for clarity.
• Active listening skills to understand traveler needs and provide personalized recommendations.
• Empathy and patience in client interactions, especially in high-tension situations.
• Strong oral and written communication for exceptional service to travelers/hosts and stakeholder communication.

Personal Profile and Interpersonal Relationships

• Support others, understand personal strengths/areas for improvement, and plan meetings/projects well.
• Embrace change/challenges, seek feedback, take responsibility, understand process objectives, and resolve conflicts by seeking support. Prioritize team goals over individual ambitions.
• Passion for delivering exceptional customer service and achieving high standards.
• Ability to organize high work volume, multitask, and prioritize while adhering to schedules (breaks, meals, training).
• Demonstrate adaptability in ambiguous, fast-paced, complex environments, acting proactively and decisively.

Leadership

• Understand key factors and decision-making influence on functional objectives.
• Strive for peak performance, diligently achieve individual goals, remain composed in crises, and apply Airbnb's core values.
• Demonstrate passion for critical thinking and innovation with a "work smarter" solution-oriented mindset.
• Proactive attitude to embrace new challenges and adapt to changing priorities/environments.

Your Location

This position requires the successful candidate to be based in Canada. Currently, employees can reside in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is regularly updated; please confirm eligibility for your province. If your role is employed by another Airbnb entity, your recruiter will inform you of eligible provinces.

Our Commitment to Inclusion and Belonging

Airbnb is dedicated to a diverse talent pool, believing that diverse ideas drive innovation. We encourage all qualified individuals to apply. We strive for an inclusive application process for candidates with disabilities; contact reasonableaccommodations@airbnb.com for support. Automated tools assist in application review, but final hiring decisions are always human-made. This is a newly created position.

Key Skills/Competency

• Customer Service Excellence
• Multilingual Communication (Italian, English)
• Conflict Resolution
• Problem-Solving
• Stakeholder Management
• CRM Systems
• Data Annotation
• Cross-functional Collaboration
• Adaptability
• Empathy