About Airbnb
The community marketplace for unique travel stays
Key Highlights
- Over 4 million registered hosts worldwide
- Facilitated over 1 billion bookings since inception
- $3.8 billion raised in Series F funding
- Headquartered in San Francisco, CA
Airbnb, headquartered in Showplace Square, San Francisco, CA, has transformed the hospitality industry with its platform that connects over 4 million hosts to travelers. Since its inception, Airbnb has facilitated over a billion bookings, disrupting traditional accommodation models by allowing indiv...
🎁 Benefits
Airbnb offers generous parental and family leave, paid volunteer time, and an annual travel and experiences credit. Employees enjoy health food and sn...
🌟 Culture
Airbnb's culture emphasizes community and belonging, reflecting its mission to create a world where anyone can belong anywhere. The company values fle...
Customer Operations • Senior
Skills & Technologies
Overview
Airbnb is seeking a Senior Routing & Channel Optimization Coordinator to enhance the omni-channel experience for guests and hosts. You'll leverage your expertise in routing configuration and customer experience technologies. This role requires strong analytical and communication skills.
Job Description
Who you are
You have a strong background in customer operations, with a focus on routing and channel optimization. Your experience as a Genesys administrator or contact routing administrator has equipped you with a deep understanding of routing configuration and rules. You are analytical and highly organized, with excellent communication skills that allow you to effectively collaborate with cross-functional teams. You understand customer experience technologies across various channels, including Phone, IVR, Chat, Email, and Social, and how they contribute to seamless customer journeys. You are passionate about improving customer experiences and have a track record of supporting strategic initiatives within a team.
Desirable
Experience with omni-channel customer service strategies and technologies is a plus. Familiarity with data analysis tools and methodologies will enhance your ability to drive performance improvements. You are proactive in identifying opportunities for optimization and have a keen eye for detail.
What you'll do
In this role, you will support the strategic direction of the Channel Performance and Optimization team at Airbnb. You will be responsible for implementing tactical changes to routing rules and queue/skills configurations to ensure that the right channels are available at the right times for guests and hosts. You will analyze performance metrics to identify areas for improvement and collaborate with various teams to enhance the overall customer experience. Your role will involve working closely with stakeholders to understand their needs and translating those into actionable strategies. You will also participate in ongoing training and development initiatives to stay updated on best practices in customer operations and technology.
What we offer
Airbnb offers a competitive salary range of $100,000—$115,000 USD, along with potential bonuses and equity options. You will have access to employee travel credits and a comprehensive benefits package. Join a company that values innovation and community, and be part of a team that is dedicated to enhancing the experiences of millions of guests and hosts worldwide. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.
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