Airbnb Customer Service Specialist (CSR)

We are seeking a detail-oriented and proactive Customer Service Representative with Airbnb Specialist experience to join our
growing hospitality operations team. This role is responsible but not limited to, customer service tasks, managing Airbnb-related cases and communications, handling daily admin tasks, and supporting other short-term rental platforms as needed. Airbnb experience is required/preferred

The ideal candidate is organized, responsive, and adaptable—capable of managing multiple
priorities and assisting with temporary assignments related to Airbnb account management, agent coordination, and
general property management operations.

Key Responsibilities

• Respond to customer inquiries, concerns, and requests related to property rentals, leases, maintenance, repairs, and other property management services. Providing information, guidance, and assistance to customers in a professional and timely manner.
• Review any past interactions with the customer and their previous inquiries and responses
• Conducting research and gathering information to address the customer's concern or question
• Compiling and organizing the relevant information to deliver effective troubleshooting and resolutions to customers in a professional and timely manner.
• Efficiently locate and engage third-party technicians or contractors online, as needed, to ensure swift issue resolution and seamless operational continuity.
• Ensuring that the customer fully understands the information and answer provided and addressing any further questions or concerns they may have.
• Communication with property owners: Coordinating with property owners or landlords to provide updates on tenant issues, property maintenance, vacancies, or any other matters requiring owner involvement.
• Handle and resolve tenant complaints or disputes, investigating issues, and taking appropriate actions to address concerns and ensure customer satisfaction.
• Assist in managing and responding promptly to all Airbnb inbox messages
• Assist in handling Airbnb claims, disputes, and ticket follow-ups until resolution.
• Assist in monitoring listings for suspension or risk, prepare appeals, and ensure reactivation.
• Conduct market studies and support listing enhancement or optimization.
• Assist with cross-functional tasks across agent support, listing coordination, and admin operations.

Team & Cross-Functional Support

• Collaborate closely with the team
• Leads and agents to ensure smooth communication between departments.
• Participate in team sessions and knowledge-sharing activities to stay up-to-date on Airbnb policies and platform changes.
• Demonstrate flexibility to assist across different operational areas (e.g., agent support, listing coordination, or policy follow-ups).
• Provide temporary support for other admin and listing-related assignments as directed by leadership.

Qualifications

• Experience in Airbnb management, property admin, or short and long-term rentals preferred.
• Excellent English communication and follow-up skills.
• Strong sense of ownership, dedication, and attention to detail.
• Flexible, able to manage multiple priorities, and quick to adapt.
• Works with urgency, accountability, and initiative.
• Familiarity with Guesty, ---------- , and other booking platforms' tools is a plus.
• Proficient in Google Workspace for tasks and reporting (Sheets, Docs, Gmail).
• Must be hardworking, flexible, self-motivated, proactive, and reliable

Please apply only if you meet the qualifications listed above and can commit to the responsibilities of the role. If you believe you’re a strong match, please message us to apply with your resume and email address.