Airbnb
Senior Specialist, Escalations
Seoul, KoreaPosted 1 day ago
What you'd do
- Handle complex escalated cases for Airbnb customers across all channels including chat and phone
- Manage cases end-to-end based on workflows and guidelines with minimal supervisory support
- De-escalate high-stakes situations by reading beyond stated communications to assess best resolution
What they want
- Strong written and verbal communication skills in Korean and English
- Complex problem-solving and customer service expertise in escalation contexts
- Adaptability and resilience in a fast-paced,high-volume environment
Nice to have
- Experience with CS tooling and case management systems
- Background in de-escalation training or complex dispute resolution