Experiences Host Technical Support, EMEA (contract) in London

This temporary assignment will be working at Airbnb, and may involve working at an Airbnb site, contracted through Magnit Global, a UK registered employment business. 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.

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.

The Acquisition Team, within the Experiences Supply organization, is a multidisciplinary team that focuses on finding, pitching, onboarding and retaining the most exciting activities happening in your city today. We also work with the most exciting people, businesses and brands to introduce new experiences to the world. We acquire leads through the sales/partnership funnel to grow Airbnb’s Experiences business and provide them with bespoke support to ensure that they are informed, optimized and happy with their Airbnb experience as a host.

The Difference You Will Make:

• The ‘Experiences Host Technical Support, EMEA’ drives and is accountable for host satisfaction through both our acquisition and onboarding funnels. You will surface technical issues proactively to the EMEA acquisition teams and support technical issues as they arise directly from hosts and acquisition reps.
• You will also work closely with cross-functional stakeholders to implement small scale changes to the acquisition and onboarding funnels that reduce friction and optimize for speed & host satisfaction.
• This organized, goal-oriented and collaborative individual will track, thoughtfully communicate and resolve tickets that ensure a smooth glidepath for host onboarding & retention across our EMEA priority cities.

Example Deliverables:

• Become an expert – Familiarize yourself with the acquisition & post-publish funnel steps, challenges and best practices.
• Write the playbook - Develop templates & source of truth documents to streamline your work and to ensure that the team has the most up to date “solves” for consistent issues, friction points and hurdles.
• Communication & Collaboration – Function as a mediator and as a “solution detective”, sitting between cross-functional leads, technical leads and Acquisition reps to solve any & all host issues.
• Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates.
• Quality Management – Stay up-to-date on best-practices & acquisition team trainings.
• Optimization & Retention – Help orient hosts through the acquisition & onboarding process, ensuring that they understand key steps, how to circumvent challenges and what the best practices are.

Your Expertise:

• 2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions.
• Bachelor's degree or equivalent experience in related fields.
• Experience navigating a technically complex platform.
• Ability to translate tech speak into easy to understand summaries & instructions.
• Accountability for results – with a proven ability to deliver against KPIs & business targets.
• Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances.
• Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges.
• Bilingual candidates with English and Italian or French is a must.

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.