Regulatory Response Ambassador

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.
  
  

The Regulatory Response team will work closely with our regional and global legal, public policy, and public relations teams, taking point on enforcement of Airbnb’s Non-Discrimination Policy and Accessibility Policy.

• Manage complex, sensitive, and/or urgent cases that might pose a significant risk to our brand or ability to operate in different countries, cities, and municipalities.
• Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in compliance, policy, local regulations, consumer bodies, and brand risk topics.
• Providing upward feedback, regarding the status of regulatory cases, communicating regularly with supervisors and managers.
• Compile incident reports at the direction of leadership and maintain high levels of confidentiality while performing investigations.
• Working closely with stakeholders to align on case strategy.
• Valuing Diversity: You appreciate and leverage the capabilities, insights, and ideas of all people. You work effectively with people of diverse styles, abilities, and motivations. You champion equal and fair treatment and opportunities for everyone, and encourage others to do the same.
• Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
• Writing: Your written communication is both clear and efficient. You tailor your style and tone to your audience and setting to ensure that your messages will be heard and understood. You know when written messages are appropriate and when to choose other forms of communication
• Balancing Perspectives: You look at the "big picture," not just the situation directly in front of you. You're open to being wrong, can assess situations objectively, and can evaluate multiple points of view. You're able to see how every part of the business is affected by a situation, and you devise plans and strategies accordingly. You think globally, and take the broadest possible view of issues and challenges. You assume positive intent. You effectively consider all of the factors at play and envision many possible outcomes.
• Solving Problem: You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You utilize creativity to propose original solutions, and don't stop at the first, most obvious answers. You understand when a loss is the best solution, and can explain why.
  
  

Requirements:

• 4 years experience in client resolutions/escalations or 2 years experience working with policy and/or regulatory matters. Degree in political science or experience with social work are an asset.
• Availability to work 40 hours a week. Schedule will include one weekend day with working hours between 8am to 9pm EST.
• Strong verbal and written communication skills.
• Experience in client-facing roles; comfortable making/taking customer calls.
• Interest in legal/policy/consumer bodies issues and how they apply to Airbnb.
• Excellent time management, negotiation and conflict resolution skills.
• Comfortable with ambiguity.
• Strong analytical skills, able to compile reports and analyze data are an asset.
• Must be fluent in English, both spoken and written. Spanish and/or Portuguese are an asset.
  
  

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $33-$38/hour.

Benefits: Medical, Dental, Vision, 401K