Market Coord. (contract)

Airbnb; Greater London; Remoto; GBP 42.000 - 60.000; Tempo pieno

Descrizione del lavoro

Airbnb is seeking a Market Coordinator to support the Key Accounts Team by managing high-value Host inquiries and escalations. You will act as a liaison between Hosts and internal teams, delivering timely resolutions and exceptional service from London or Berlin, with 100% remote work.

The role emphasizes building relationships, proactive listing quality improvements, and SLA-driven response performance across a global network of hosts and markets.

Competenze

• 4+ years as a Customer Support Representative or Account Management.
• Fluent in English, plus preferred Spanish and 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 peers, Lead and Market Managers.
• Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred).
• Previous experience in hospitality, customer service, or a related field.
• Strong attention to detail and organizational skills.

Mansioni

• Serve as an additional Host-facing support for the Key Accounts 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 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

Conoscenze

Customer support

Account management

English fluency

Spanish

French

Communication

Active listening

Problem solving

Multitasking

De-escalation

Analytical skills

Salesforce

G-Suite

Jira

Strumenti

Salesforce

G-Suite

Jira

Descrizione del lavoro

This temporary assignment will be working at Airbnb, and may involve working at an Airbnb site, you will however be contracted through Magnit Global, a UK registered employment business with the company registration number 05537535.

Temporary work opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. Magnit Direct Sourcing is a service offered by Magnit Global that provides top talent directly to industry leading clients who have flexible temporary assignments that work on a variety of projects and unlock opportunities for exciting work.

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

Position Overview

The Market Coordinator plays a pivotal role in supporting Airbnb’s Key Accounts Team by managing high value Host-related inquiries and escalations for the Key Accounts segment. 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 Key Account Management Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.

The role is based in London or Berlin.

This role is 100% remote

Key Responsibilities

• Serve as an additional Host-facing support for the Key Accounts 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

Role Goals

The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Key Account Managers to dedicate more time to strategic revenue-focused initiatives.

This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb’s mission of creating an efficient, supportive, and proactive hosting environment.

Required Skills And Qualifications

• 4+ years as a Customer Support Representative or Account Management
• Fluent in English, plus preferred Spanish and 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, and G-Suite, and Jira (preferred)
• Preferred Attributes
• Previous experience in hospitality, customer service, or a related field.
• Strong attention to detail and organizational skills.

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. Magnit Global is a leading, global professional services and technology company. We have been a leader in contingent workforce management since 1991 and work with leading Fortune 500 companies and other large organizations across numerous verticals including consumer electronics, research and development, pharmaceuticals, health services, and many more.

To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion. As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all.