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...
Overview
Airbnb is hiring a Quality Insights Analyst for their Premium Support team to elevate service excellence. You'll monitor service quality and conduct root cause analysis to enhance customer interactions. This role requires strong analytical skills and a focus on luxury hospitality.
Job Description
Who you are
You have experience in quality assurance and service monitoring, with a keen eye for detail that ensures every customer interaction meets high standards of luxury hospitality. Your analytical skills allow you to evaluate performance effectively, and you are adept at conducting transaction monitoring and root cause analysis to identify opportunities for continuous improvement. You understand the importance of personalized engagement and swift issue resolution in enhancing customer experiences.
You thrive in collaborative environments, working closely with leadership and program managers to refine quality frameworks and service recovery models. Your insights drive targeted coaching and strategic decision-making, directly influencing customer trust and brand perception. You are fluent in German, which allows you to engage with a diverse customer base and understand their unique needs.
What you'll do
As the Quality Insights Analyst, you will conduct in-depth evaluations of service quality, ensuring that every interaction aligns with Airbnb's commitment to high-touch support. You will monitor transaction trends and collaborate with Premium Support Leadership to enhance operational effectiveness. Your role will involve analyzing data to identify patterns and areas for improvement, which will inform coaching strategies for Premium Support Ambassadors.
You will play a critical role in maintaining Airbnb's reputation for effortless support by driving initiatives that enhance customer loyalty. Your contributions will be essential in shaping the quality of service provided to guests and hosts alike, ensuring that every interaction reflects the values of luxury hospitality.
What we offer
This full-time position is based in Ireland, offering a competitive salary range of €51,000—€60,000 EUR annually. You will have the opportunity to work in a dynamic environment that values service excellence and customer satisfaction. Airbnb fosters a culture of collaboration and innovation, where your insights will directly impact the customer experience and the company's reputation in the hospitality industry.
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