Senior Service Recovery Specialist

Own high-stakes service recovery cases for Airbnb’s AirCover team, providing expert-level resolution with deep policy and compliance understanding. Handle complex, ambiguous escalations—including life safety, executive, media/press, and regulatory cases—with minimal supervision. Serve as a bar-raiser for customer mediation and conflict resolution, conduct root-cause investigations, and drive continuous process and policy improvements through data-driven insights and cross-functional collaboration.