Customer Experience Agent – Remote

Job Summary Airbnb is seeking a highly motivated and customer-focused Customer Experience Agent to join our remote team. In this role, you will be the first point of contact for Airbnb hosts and guests, ensuring that every interaction is handled with professionalism, empathy, and efficiency. You will play a critical role in maintaining Airbnb’s commitment to delivering exceptional experiences while helping users navigate our platform with confidence and satisfaction. Key Responsibilities • Serve as the primary contact for guests and hosts via phone, email, and chat, providing timely and effective solutions. • Resolve customer inquiries, complaints, and issues while maintaining high satisfaction levels. • Educate users on Airbnb policies, platform features, and best practices. • Collaborate with internal teams to escalate and resolve complex cases. • Maintain accurate records of customer interactions and follow up as needed. • Contribute to continuous improvement initiatives by sharing feedback and insights from customer interactions. • Uphold Airbnb’s values by promoting trust, safety, and inclusivity in all communications. Required Skills and Qualifications • Excellent verbal and written communication skills in English. Additional language skills are a plus. • Strong problem-solving skills and the ability to think critically under pressure. • Customer-centric mindset with a passion for delivering exceptional service. • Familiarity with digital platforms, CRM systems, and basic troubleshooting techniques. • Ability to remain calm and professional in challenging situations. • High level of organizational skills and attention to detail. Experience • Previous experience in customer service, hospitality, or support roles preferred. • Experience in remote work environments is a plus. • Familiarity with travel, hospitality, or technology sectors is advantageous. Working Hours • Full-time, remote position. • Flexible scheduling available, including evenings, weekends, and holidays to accommodate global customers. • Shift patterns may vary depending on business needs. Knowledge, Skills, and Abilities • Strong interpersonal and empathetic communication skills. • Ability to manage multiple priorities and respond to inquiries efficiently. • Proficiency in using computers, online platforms, and communication tools. • Adaptability and willingness to learn and grow within a dynamic environment. Benefits • Competitive salary with performance-based incentives. • Remote work flexibility. • Comprehensive health, dental, and vision coverage (where applicable). • Paid time off, including vacation and sick leave. • Professional development opportunities, training, and career growth support. • Access to Airbnb employee discounts and perks. Why Join Airbnb? At Airbnb, we believe in creating a world where anyone can belong anywhere. Our culture is built on inclusivity, collaboration, and innovation. By joining our Customer Experience team, you’ll play a vital role in connecting people, building trust, and delivering memorable experiences that inspire the future of travel. How to Apply Interested candidates are invited to submit their application via Airbnb’s careers portal: https://careers.airbnb.com Please include your updated resume and a cover letter detailing your customer service experience and motivation to join Airbnb.