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Associate Project Manager - 2
Ref No.: 18-03700
Location: San Francisco, California
Airbnb Plus is an exciting new program that features high-quality homes with hosts known for great reviews and attention to detail. Every Airbnb Plus home is one-of-a-kind, thoughtfully designed, and equipped with a standard set of amenities. All Airbnb Plus homes are visited in person for a 100+ point quality inspection to ensure comfort, consistency, and design. To learn more about the program, click here.
Airbnb Plus is looking for smart, service-oriented people with a passion and talent for interior design to join our customer experience team. As a Customer Experience Design Specialist, you will provide support, resources, and constructive feedback to program applicants to ensure they meet our criteria around design and home quality. For this particular role, we are looking for individuals who are fluent in English, Italian, Spanish or Mandarin (reading, writing, speaking) to join our team in San Francisco. Please note that this is a short-term contract role.
Provide friendly, constructive feedback to hosts applying to Airbnb Plus. You will be responsible for reviewing listings and helping applicants understand and meet our interior design and home quality criteria.
Compose thoughtful and accurate emails addressing host issues, and/or customize email templates to offer personalized responses.
Identify and escalate issues appropriately.
Troubleshoot problems and work with cross-functional team to implement solutions.
Manage numerous concurrent tasks in an efficient, organized manner.
Work proactively and independently to meet team targets and goals.

Interior design expertise
Ability to easily assess the level of design and quality of an interior space.
Strong understanding of aesthetics and design fundamentals.
Communication skills
Exceptional writing skills. Able to compose eloquent, grammatically correct emails that provide clear direction to hosts in a warm, friendly tone.
Excellent interpersonal skills.
Service skills
Passion for exceptional customer service. Patient and naturally empathetic.
Incredible attention to detail and organizational skills. Able to manage numerous tasks concurrently in an efficient manner.
Strong problem-solving skills. Able to diagnose issues and identify solutions quickly.
Ability to work under pressure, manage stress, and adapt quickly in challenging situations.
Internally motivated and self-directed, while also a strong team player.
Not required but nice to have
Experience working in spreadsheets (e.g., Excel or Google sheets).
Experience making presentations (e.g., Powerpoint or Google slides).
Experience working with CRM systems (e.g., Salesforce).