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- Serve as additional Host-facing support for the Market Management Team and Key Accounts Team
- Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
- Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
- Conduct in-depth research to address and resolve Host issues
- Triage and assign escalations tickets and provide recommendations for efficient resolution
- Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
- Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
- Support In-Market events for your territory, when required
- Effective communication in the context of stakeholder management
- Proven track record of meeting or exceeding SLA response times
- 4+ years as a Customer Support Representative or Account Management
- Fluent English
- Proven expertise in handling high-value and time-sensitive customer service inquiries with strong active listening and problem-solving skills
- Exceptional written and verbal communication abilities
- Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment
- Proven ability to analyse and assess challenges with a track record of solving complex issues
- Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations
- Strong analytical skills that will enable you to support your peers, Lead and Market Managers
- Proficiency in tools like Salesforce, G-Suite, and Jira (preferred)
