Market Coordinator (12 Month Fixed-Term Contract)

• Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.
• Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
• Please note this is a 12 Month Fixed-Term hybrid position from our Paris office. Please submit your CV in English.

The Community You Will Join

The Market Coordinator plays a pivotal role in supporting Airbnb's Field Team by managing high value Host-related inquiries and escalations in the FR-Benelux Region.

The Difference You Will Make

• Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service.
• You support the Market Management Field Teams by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.
• The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives.
• This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb's mission of creating an efficient, supportive, and proactive hosting environment.

A Typical Day

• Serve as an additional Host-facing support for the Market Management 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 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

Your Expertise

• 3+ years as a Customer Support Representative or Account Management
• 2+ years of hospitality/travel industry experience (nice to have)
• Language skills required: fluent English & 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 your peers, Lead and Market Managers
• Proficiency in tools like Salesforce, G-Suite, and Jira (preferred)
• Previous experience in hospitality, customer service, or a related field
• Strong attention to detail and organizational skills

How We'll Take Care of You:

• The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• The base pay range shown below is annualized, is subject to change and may be modified in the future.
• This role may also be eligible for bonus, benefits, and Employee Travel Credits.

France Annual Pay Range

€48.000 — €56.000 EUR

• A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses.
• Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.
• We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process.
• We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.