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Senior Specialist, Escalations at jobr.pro

Position Senior Specialist, Escalations
Posted 30 Jul 2026
Expired 29 Aug 2026
Company jobr.pro
Location Singapore | SG
Job Type Full Time

Job Description:

Latest job information from jobr.pro for the position of Senior Specialist, Escalations. If the Senior Specialist, Escalations vacancy in Singapore matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at jobr.pro for the position of Senior Specialist, Escalations below matches your qualifications.

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.

The Community You Will Join

As a Senior Specialist, Escalations, you will support one or more internal Customer Service (CS) services in a full‑time role based in Japan, Korea, or Singapore. You will interact front‑line with both customers and internal stakeholders, requiring strong communication skills, problem‑solving abilities, and customer‑service expertise. You must remain adaptable and responsive in a fast‑paced environment, handling pressure while maintaining professionalism and confidentiality.

Typical Day

The responsibilities listed below are not exhaustive. Given the fast‑moving nature of this work, additional duties may be assigned as needed.

Key Responsibilities
  • Interact with Airbnb customers and community members through all current and future channels, including live‑chat, social platforms, messaging, and phone calls.
  • Manage end‑to‑end complex cases, resolving customers’ issues using established workflows and management guidelines.
  • Identify case type and severity, handling cases within your scope and escalating appropriately to other teams.
  • Guide difficult cases that lack clear workflows, exercising judgment to reach resolutions.
  • Operate independently with minimal support from leadership on most case‑work tasks.
  • De‑escalate situations by stepping back from the case, assessing the best resolution and \"reading between the lines\" of user communication and behavior.
  • Collaborate cross‑functionally within CS and outside it to resolve complex case issues.
  • Explain and simplify complex information, providing context and answering questions confidently.
  • Balance high volumes of cases with high‑severity or complex workflows, maintaining high quality and efficiency.
  • Apply trauma‑informed practices, understanding how trauma manifests in users and reducing retraumatization in case handling.
  • Provide ongoing guidance to teammates to improve quality and efficiency, sharing insights on community experience and improvement opportunities with management.
  • Support management on initiatives such as performance improvements, consultations, and other assignments.
  • Communicate clearly with stakeholders, building trust and managing relationships effectively.
Qualifications
  • At least 4 years of relevant experience in customer service, mediation, social media response, front‑desk, or a similar contact‑center role involving calls and customer interactions.
  • Hospitality experience is a plus, particularly with technology platforms. Prior experience with phone, messaging, or live‑chat is preferred.
  • Experience collaborating with internal stakeholders and/or third‑party providers to resolve conflicts in a detailed, effective, and timely manner.
  • Ability to work weekend days, public holidays, and early‑morning/evening shifts; schedule may change to meet business needs.
Skills & Expertise
  • Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
  • Strong organizational skills, capable of managing a high volume of work, multitasking, prioritizing, and adhering to schedules.
  • Advocate for high‑quality standards, innovation, and hospitality with a business mindset.
  • Accurately assess risk, understand urgency, exercise good judgment, and share pertinent information with stakeholders.
  • Remain calm, empathetic, and adaptable, personalizing responses and educating the community and team while staying level‑headed.
  • Engage executive‑level stakeholders and explain complex ideas simply and clearly.
  • Strong problem‑solving and critical‑thinking skills; comfortable with ambiguity.
  • Adapt to new tasks and responsibilities as needed.
  • Proactive attitude toward embracing new challenges and adjusting to changing priorities and environments.
  • Capable of adjusting to evolving roles and job duties with openness and flexibility, including moving to new teams.
  • Advanced computer literacy, including Apple/Mac OS and Google Suite.
  • Proficiency in English; proficiency in other languages is a plus.

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, allowing us to attract creatively‑led people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

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Job Info:

  • Company: jobr.pro
  • Position: Senior Specialist, Escalations
  • Work Location: Singapore
  • Country: SG

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Senior Specialist, Escalations at the office Singapore above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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