Market Coordinator

Description:

The Market Coordinator plays a pivotal role in partnering with Airbnb’s Field Team by managing high value Host-related escalations in the UK, Nordics & Middle East & Africa region. Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You will partner with the Market Management Field Teams to helping diagnose and resolve urgent issues, as well as developing recommendations to enhance overall processes - as well as building good relationships with those you work with, both inside and outside of your team.

Key Responsibilities Serve as an additional Host-facing partner for the Market Management Team

Master and maintain knowledge of company policies and procedures inside and out, being an expert in case resolutions 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

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

Required Skills and Qualifications: 5+ years as in Account Management, operations or customer success