Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 65,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

We're looking for sharp, policy-minded operations professionals to join Airbnb's Customer Experience team. The team works directly with hosts, guests and third parties on sensitive issues such as our Non-discrimination policy or small claims. The resource will provide support to the global Customer Experience (CX) team on tax/legal topics, and collaborates with the Legal, Tax and Community Policy teams on various projects and initiatives. If you are an excellent communicator, have an interest in either tax or law, and can remain collected and focused in a fast-paced, customer-facing role, we want to hear from you today. 

Responsibilities

  • Help Airbnb hosts and guests in accordance with internal workflows
  • Meet weekly performance targets
  • Prepare escalations to senior team members and, on occasion, internal stakeholders
  • Monitor team email alias and respond to/triage inbound issues from colleagues
  • Respond to questions from CX specialists via internal chat channels
  • Respond promptly and professionally to consumer protection agency representatives
  • Enforce Airbnb Nondiscrimination Policy reviewing enqueued content items and handling elicitation phone calls. 

Your profile

  • Bachelor's degree (law or political sciences or accounting preferred)
  • Experience in client-facing roles; comfortable making/taking customer calls
  • 2+ years of working experience (handling legal and tax issues preferable)
  • Fluency in both English and Japanese as this role will need to liaise with both English and Japanese speaking stakeholders
  • Computer literacy  
  • Strong verbal and written communication skills
  • Interest in tax/legal/policy issues and how they apply to Airbnb
  • Personable, empathetic, customer-focused
  • Resourceful, natural problem-solver
  • Comfortable with ambiguity
  • Availability to work 40 hours a week (schedule may include one weekend day).

【業務内容】
■ Airbnbウェブサイトの内容(リスティング広告を含め)見て、表現が法律やコンプライアンスに違反する恐れがないかをチェック
■ ウェブサイト内容に関するメールや電話での問い合わせを対応
■ チームメンバーや内部ステークホルダー(法律部や税務部など)へのエスカレーション
■ グローバルカスタマーエクスペリエンスチームからの質問に対応

【応募要件】
■2年以上の実務経験(法律又は税務に関する知識や実務経験が望ましい)
■英語:流暢;日本語:母国語
■口頭および文面における優れたコミュニケーション能力
■高度なパソコンスキル(Mac ワード、エクセル、パワーポイントなど)

■カスタマーサポート経験

【歓迎条件】
■税金や法律に関心を持ち、顧客対応に興味のある方





Community Support


2 months ago - source

No longer accepting applications.

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