Market Coordinator (12 Month Fixed-Term Contract)

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 conne...

The Market Coordinator plays a pivotal role in supporting Airbnb’s Field Team by managing high value Host-related inquiries and escalations in the FR-Benelux Region.

Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both ins...

Serve as an additional Host-facing support for the Market Management Team 
Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity 
Conduct in-depth research to address and resolve Host issues
Triage and assign escalations tickets and and provide recommendations for efficient resolution
Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
Support In-Market events for your territory, when required
Effective communication in the context of stakeholders management
Proven track record of meeting or exceeding SLA response times

3+ years as a Customer Support Representative or Account Management
2+ years of hospitality/travel industry experience (nice to have)
Language skills required: fluent English & French
Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills
Exceptional written and verbal communication abilities.
Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment
Proven ability to analyze and assess challenges with a track record of solving complex issues
Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations
Strong analytical skills that will enable you to support your peers, Lead and Market Managers
Proficiency in tools like Salesforce, G-Suite, and Jira (preferred)
Previous experience in hospitality, customer service, or a related field
Strong attention to detail and organizational skills
How We'll Take Care of You:
The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The