Remote Market Coordinator – Host Success & Support

Airbnb; Greater London; A distancia; GBP 42.000 - 60.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Customer support

Account management

English fluency

Spanish

French

Communication

Active listening

Problem solving

Multitasking

De-escalation

Analytical skills

Salesforce

G-Suite

Jira

Herramientas

Salesforce

G-Suite

Jira

Descripción del empleo

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.