Airbnb8 дней назад
Специалист по команде, Премиум-поддержка
Зарплата не указана
РЫНОК
33 546 ₽медиана по профессии
IT Support / Helpdesk · 18 вакансий с указанной зарплатой
6 250половина предложений: 9 591–50 000110 000
Работодатель не указал зарплату — сравните с рынком сами.
British Columbia
Обязанности
- 01Enable the successful resolution of core customer-facing work
- 02Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s)
- 03Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests
- 04Manage slack/zoom consultations and act as floor support for team
- 05Set up a well-oiled operational environment
- 06Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
- 07Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues
- 08Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons
- 09Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices
- 10Collaborate with cross-functional partners and stakeholders
- 11Summarize and escalate issues to high level stakeholders when appropriate
- 12Step in as a consultative escalation point for other Delivery teams handling complex cases
- 13Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery
- 14Provide recommendations and insights on service performance
- 15Report out on ambassador, team, and service performance trends to Delivery leadership
- 16Provide insights & recommendations for how to improve service delivery
- 17Close the loop with Training for areas where all Ambassadors need improvement
- 18Act as support for Delivery leadership as requested
- 19Document ways of working, best practices, and the norms for your service(s)
- 20Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)
- 21Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes
- 22Sit on a hiring panels and support upskilling and onboarding of new teammates
- 23Help drive internal Delivery improvement initiatives as assigned by your manager
Требования
- 01A minimum of 3 years of experience working on operations teams, completing support tasks, defining processes and/or collaborating on operational projects
- 02Experience managing high severity/sensitivity cases and decision-making authority for losses
- 03Experience in coordinating operational teams, documenting ways of working and handling IT issues
- 04Hospitality experience is a plus, comfort with communicating with customers is a must
- 05Knowledge of google sheets, SQL, and Salesforce is a plus
- 06Language proficiency in English
- 07Bachelor’s Degree, or equivalent work experience
- 08Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
- 09Ability to work weekend days and public holidays, as well as early morning / evening shifts
Условия
- 01Full time position based in the West Coast of Canada
- 02Fluency in English, written and spoken
- 03Flexibility to move to different teams within Community Support and/or take up different responsibilities
- 04Ability to work in a fast paced environment while juggling multiple priorities
- 05May be required to move to different teams within Community Support and/or take up different responsibilities from those set out below