Team Specialist, Premium Support

Airbnb•British Columbia, Canada, BC

4d•CA$67,000 - CA$75,000•Remote

About The Position

The CS Team Specialist supports one or more internal CS services. This is a full time position based in the West Coast of Canada, though the role may support multiple regions. The CS Delivery Team Specialist is an operational expert and a specialist in case handling. The Team Specialist enables our Delivery team to function smoothly by supporting in-progress casework and arranging a successful operational environment for our teams, specifically providing operational assistance to Ambassadors, Supervisors, OMs, and Delivery Excellence Managers. Team Specialists have a solid understanding of the operations, are comfortable providing guidance and support in real-time, and function well in a fast paced environment while juggling multiple priorities. They may be assigned to support one or more services. This is a full time position based in Canada and requires fluency in English, written and spoken. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Requirements

A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects
Experience managing high severity/sensitivity cases and decision-making authority for losses.
Experience in coordinating operational teams, documenting ways of working and handling IT issues
Hospitality experience is a plus, comfort with communicating with customers is a must
Knowledge of google sheets, SQL, and Salesforce is a plus
Language proficiency in English. Other languages are a plus
Bachelor’s Degree, or equivalent work experience
Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
You are a team player and can work seamlessly with peers & colleagues as part of a global team
Excellent interpersonal and communication skills, both written and spoken, to customers and teammates/partners
Extremely organized, you are able to multitask and prioritize competing workstreams
Calm and empathetic with an ability to remain level headed in tough situations
Ownership mentality with ability to drive work forward even in ambiguous situations
Ability to understand, report & explain data & performance results
Ability to collect feedback & translate ambassadors needs toward process improvements or product feature enhancements
Detailed understanding of customer service operations and processes
Quick learner and curious mindset towards other teams & services
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Nice To Haves

Hospitality experience
Knowledge of google sheets, SQL, and Salesforce
Other languages

Responsibilities

Enable the successful resolution of core customer-facing work
Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).
Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests
Manage slack/zoom consultations and act as floor support for team
Set up a well-oiled operational environment
Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues
Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons
Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices
Collaborate with cross-functional partners and stakeholders
Summarize and escalate issues to high level stakeholders when appropriate
Step in as a consultative escalation point for other Delivery teams handling complex cases
Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery
Provide recommendations and insights on service performance
Report out on ambassador, team, and service performance trends to Delivery leadership
Provide insights & recommendations for how to improve service delivery
Close the loop with Training for areas where all Ambassadors need improvement
Act as support for Delivery leadership as requested
Document ways of working, best practices, and the norms for your service(s)
Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)
Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes
Sit on a hiring panels and support upskilling and onboarding of new teammates
Help drive internal Delivery improvement initiatives as assigned by your manager