Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The CS Labs Support Ambassador collaborates closely with cross-functional teams to test, refine, and scale innovative customer support initiatives through structured experimentation and high-quality data annotation. In addition to project-based work, you will also provide direct support to Airbnb’s global community through both phone and messaging channels, ensuring a consistent, empathetic, and high-quality user experience.
The Community You Will Join:
- You will be part of a dynamic and collaborative team within CS Labs, working closely with a group of Specialists and Senior Specialists, as well as cross-functional partners across Customer Support, Product, and Operations.
- In this role, you’ll support high-impact projects focused on elevating the Airbnb user experience.
- You’ll contribute by delivering world-class support, testing new workflows, and sharing actionable insights that inform how we evolve our service strategies. Together, we aim to enhance both guest and Ambassador experiences through thoughtful experimentation and feedback.
The Difference You Will Make:
- You will directly impact the quality of support Airbnb provides by engaging with users across multiple channels, email, phone, and messaging while also contributing to the development and improvement of tools and processes.
- Your feedback will help identify experience gaps, improve product usability, and influence the direction of new features and workflows.
- Through strong collaboration, deep product knowledge, and a commitment to Airbnb’s Core Values, you’ll help shape a more seamless, inclusive, and empathetic support experience for our global community.
A Typical Day:
The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
- Customer case management:
- Interacts with Airbnb users by providing world-class customer service via multiple support channels, including phone, email, and messaging.
- Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
- Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience.
- Maintains rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
- Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.
- Might get tasked with moderately challenging assignments with limited supervision.
- Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.
- Support of team improvement: Leverage your functional operational knowledge to proactively support the team success
- Shares ideas to improve processes and ways of working
- Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
- Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.
Your Expertise:
- Excellent time-management, negotiation and conflict-resolution skills.
- Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.
- Operational Excellence
- Proficiency in the technical and professional skills required for success in the role.
- Show constant improvements in the quality of work by proactively seeking feedback. Performs tasks with moderate supervision and shows willingness to take on new projects/assignments.
- Shows genuine care to our community by understanding their circumstances and finding the best outcome while staying aligned to the Service Promise.
- Displays reliability and responsiveness by sharing regular feedback from the community with the senior stakeholders to improve the quality of our service.
- Communications
- Shows respect for different opinions and perspectives without preconceived notions.
- Ensures clarity and understanding by listening attentively, asking questions, and paraphrasing.
- Communicates clear, relevant, and succinct information to the right people at the right time, in a way that reduces confusion and builds trust.
- Able to make judgements when written messages are appropriate and when to choose other forms of communication.
- Understand the importance of visual aids in successful presentation, and know how to incorporate them effectively for impact. Presents effectively in a group setting.
- Uses effective cross cultural communication.
- Analytical
- Analyzes routine problems using quantitative and qualitative measures and develops a nuanced perspective and solutions based on facts and data.
- Measure and manage workload effectively.
- Provides consistent feedback, updates, and tracking on the progress and achievement of individual goals.
- Able to plan proactively for short to medium term goals.
- Self & Interpersonal
- Helps others and shows awareness of an individual's strengths, blind spots and areas of development.
- Plans ahead for meetings, projects and discussions by making effective and efficient use of time
- Seeks opportunities and embraces challenges that require new skills, knowledge and expertise. Shows openness to positive and constructive feedback.
- Takes responsibility and learns from mistakes.
- Perseveres to find the deeper ‘Why’ behind the policies, processes, and workflows.
- Recognizes conflicts and seeks support to resolve difficult situations.
- Keeps team objectives above individual aspirations.
- Leadership
- Deeply lives and works by the purpose of the organization.
- Understand how the key drivers of the team relate to each other and how their decision making process impacts the function’s key objectives.
- Stays motivated to be a top performer and pushes oneself towards the best possible outcomes for the Airbnb community.
- Displays a sense of urgency to achieve individual objectives.
- Recognizes the role our culture plays in the choices we make and maintains composure in crisis situations.
- Embodies the Core Values.
- Requirements:
- Passionate about creating a world of belonging
- At least 3+ years of experience in customer service
- Excellent written and verbal communication
- Availability for a schedule of 40 hours a week, one that could span weekends and public holidays. Shifts may include evening or early morning hours
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
