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...
π Benefits
Airbnb offers generous parental and family leave, paid volunteer time, and an annual travel and experiences credit. Employees enjoy health food and sn...
π Culture
Airbnb's culture emphasizes community and belonging, reflecting its mission to create a world where anyone can belong anywhere. The company values fle...
Overview
Airbnb is hiring a Quality Insights Analyst for Premium Support to elevate service excellence and ensure high standards of customer interactions. You'll monitor service quality and conduct root cause analysis to enhance the effectiveness of support teams. This role requires strong analytical skills and a focus on customer experience.
Job Description
Who you are
You have a strong background in quality assurance and service monitoring, with experience in evaluating customer interactions to ensure they meet high standards of luxury hospitality. Your analytical skills allow you to conduct thorough transaction monitoring and root cause analysis, identifying opportunities for continuous improvement. You are comfortable collaborating with leadership and program managers to refine quality frameworks and enhance service recovery models. You understand the importance of personalized engagement and swift issue resolution in maintaining customer trust and loyalty.
You possess excellent communication skills, enabling you to provide targeted coaching and strategic insights that influence operational enhancements. Your ability to analyze transaction trends and service quality metrics will be crucial in driving improvements in customer experience. You are detail-oriented and committed to maintaining Airbnb's reputation for high-touch, effortless support.
What you'll do
As the Quality Insights Analyst, you will conduct in-depth evaluations of Premium Support interactions, ensuring that every customer experience aligns with Airbnb's standards of excellence. You will work closely with Premium Support Leadership to monitor service quality and evaluate performance metrics. Your insights will drive targeted coaching initiatives and strategic decision-making processes that enhance the effectiveness of our Premium Support Ambassadors.
You will be responsible for identifying trends in service quality and conducting root cause analysis to pinpoint areas for improvement. Collaborating with the Premium Support Program Manager, you will refine quality frameworks and develop strategies for concierge-style engagement. Your contributions will directly influence the customer experience and brand perception, ensuring that every interaction reflects the high standards of luxury hospitality that Airbnb is known for.
What we offer
Airbnb offers a competitive salary range of $71,000β$83,000 CAD annually, along with potential bonuses, equity, and benefits. You will have the opportunity to work in a dynamic environment that values service excellence and customer satisfaction. Join a team that is dedicated to enhancing the customer experience and making a meaningful impact in the hospitality industry.
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